Customer Support Specialist Papaya Global
Managed customer support tickets through intake, investigation, response, escalation, resolution, and follow-up. Provided written and verbal customer support, performed needs analysis, explained solutions, and delivered timely updates.
Performed technical support and triage for software applications, APIs, user access, configuration, and product issues. Reproduced issues, captured error details, documented incidents, and shared recurring findings with technical and product teams. Created FAQs, knowledge-base articles, user guides, SOPs, and internal support documentation.
Analyzed support volume, response patterns, resolution status, customer feedback, and retention indicators using Excel, Google Sheets, SQL, and KPI analysis. Converted customer issues into requirements, user stories, acceptance criteria, bug reports, roadmap inputs, and product improvements.
Supported AI prototyping, prompt engineering, response evaluation, usability testing, and basic AI quality review. Contributed to business development, marketing coordination, HR operations, and recommendation-product analysis associated with 34% higher engagement and 18% lower churn.