Technical Customer Support Specialist

Owned the Intercom support inbox for a subscription SaaS platform, closing 25–30 tickets daily while maintaining a 95% on-time response rate and 89% CSAT. Worked independently as part of a distributed remote team and ensured customer queues were cleared without overnight delays.

Performed technical triage using Kibana logs, Datadog monitoring, API tests, and integration tracing to identify whether issues originated in customer accounts, integrations, APIs, backend systems, or external services. Escalated confirmed bugs to engineering through Slack with reproduction steps and impact, then tracked cases in ActiveCollab through resolution.

Led customer communications during an AWS server outage, providing disruption updates, reassuring customers about data backups, confirming service restoration, and verifying file recovery. Built Intercom workflows, macros, and saved replies; processed Stripe refunds and Visa/Mastercard disputes; and shared recurring customer issues with product and engineering teams.

Served as the primary contact for members and provider partners using a subscription-based health insurance and digital health platform. Resolved issues and complaints by phone and email for users with varying levels of technical experience.

Managed a live support queue independently, deciding when to resolve issues directly and when to escalate them while consistently meeting service-level targets. Investigated root causes, identified recurring complaint patterns, and reported findings to management to improve service processes.

Analyzed customer data and presented insights that informed operational improvements. Created SOPs and process documentation to standardize work, reduce onboarding time for new employees, and delivered monthly staff training sessions.

Diagnosed and resolved technical, system-access, hardware, and software issues for staff. Responded promptly to support requests, logged cases, and maintained reliable user support operations.

Installed, configured, and maintained hardware, software, and user accounts. Documented recurring problems and fixes, escalated complex issues promptly, and produced step-by-step support guides to reduce repeat requests.

Handled high-volume live calls in an emergency communications environment, accurately recording critical information under pressure and following strict escalation protocols.

Trained staff on communication and escalation procedures, coordinated shift activities, reviewed team performance, and coached agents to improve response consistency and documentation quality.

Handled 100–120 customer tickets per eight-hour shift across inbound calls, chats, and emails, covering billing, service faults, and technical support issues.

Diagnosed billing and service problems, escalated complex complaints, and owned cases through resolution. Maintained accurate interaction records for compliance and quality assurance and trained team members on escalation procedures.

Bachelor of Engineering in Water Resources Engineering, completed in Zaria, Nigeria.