Fakhour A.

Customer Support Specialist with 10+ years of experience in live chat support, email support, ticketing, and technical support, using Zendesk, HubSpot, Gorgias, Freshdesk, Intercom and more. I help e-commerce brands, SaaS companies, and website-builder platforms deliver fast, friendly, accurate customer service that improves CSAT, cuts response times, and reduces churn. With an IT Engineering Diploma, I handle technical troubleshooting as confidently as I handle an upset customer. 🎧 CUSTOMER SUPPORT SERVICES • Live chat support and email support with fast first response time • Help desk and ticket management in Zendesk, HubSpot Service Hub, Gorgias, and Freshdesk • Technical support and troubleshooting, Tier 1 and Tier 2 • E-commerce customer service for Shopify stores: orders, shipping, returns, refunds, and chargebacks • Complaint handling, escalation management, and de-escalation • Customer retention and turning frustrated customers into loyal ones 🛠 SUPPORT OPERATIONS & TEAM LEADERSHIP • Building help centers, knowledge base articles, macros, and canned responses • Writing SOPs, support workflows, and escalation processes • CRM management and data hygiene in HubSpot and Zendesk • Hiring, training, coaching, and quality assurance (QA) for support agents • Tracking KPIs: CSAT, first response time (FRT), average handle time (AHT), and first contact resolution (FCR) • AI chatbots and support automation (OpenAI, n8n, Make, Zapier) that answer repetitive questions and route tickets, so your team can focus on complex cases 🌍 MULTILINGUAL CUSTOMER SUPPORT Fluent in English, French, Arabic, and Spanish. Your customers get native-quality support in their own language. 💻 TOOLS Zendesk, HubSpot, Gorgias, Freshdesk, Intercom, Shopify, Slack, Google Workspace, n8n, Make, Zapier, OpenAI ✅ WHY CLIENTS HIRE ME Top Rated Plus, 100% Job Success, and 8,000+ hours on Upwork. I reply quickly, communicate clearly, and take ownership of every ticket until it's resolved. Need a reliable customer support agent to cover your inbox, or a customer service manager to build and scale your support team? Send me a message with your biggest support challenge and I'll show you how I'd solve it.