Mustafa S.

Hi, I'm Mustafa. I also go by Musti. Thank you for taking the time to review my profile. PROFESSIONAL SUMMARY Accountable and adaptable technical support professional, providing remote technical assistance since 2014, with a foundation in Linux systems administration that underpins strong problem-solving skills in day-to-day escalations. Responsible for delivering smart solutions across inbound and outbound support, email communication, and Level 2 escalations for SaaS, B2B, and B2C clients running Australian, British, and American processes. Experienced in customer subscription billing inquiries, cross-timezone engagement, and process optimization, with a proven ability to stay calm and effective under pressure while maintaining high customer satisfaction. Core Skills • Customer support & technical troubleshooting • Email communication & professional correspondence • Level 2 / escalations handling • Inbound and outbound support • Customer subscription billing inquiries • Cross-timezone customer engagement • Australian, British, and American process experience • Linux system administration fundamentals • Process optimization & smart solutions • Accountable, responsible, and adaptable under pressure • Typing speed: 50 WPM at 95% accuracy • Available anytime, including nights, weekends, and holidays PROFESSIONAL EXPERIENCE Senior Customer Support Specialist / Escalations (Level 2) • Served as the primary point of contact for Level 2 escalations, resolving complex technical and billing issues for SaaS, B2B, and B2C clients. • Managed inbound and outbound customer interactions via phone, email, and chat, handling technical issues, subscription billing inquiries and account issues with a focus on first-contact resolution. • Provided smart solutions to recurring technical problems, driving measurable optimization in average handle time and customer satisfaction scores. • Partnered with internal teams to troubleshoot technical issues, document fixes, and improve support processes. Linux System Administrator • Started career in IT managing and maintaining Linux-based servers and systems, building a strong technical foundation. • Monitored system performance, troubleshot hardware and software issues, and implemented optimizations to improve uptime and reliability. • Documented technical procedures and provided support to internal teams, developing the problem-solving skills later applied to customer-facing roles.