Basit I.

Customer service representative and technical support specialist with 9+ years of experience in email and live chat support for ecommerce, Shopify and SaaS businesses. Top Rated on Upwork with 100% Job Success, Zendesk Certified Support Admin, 6,371 hours logged across 21 jobs. If your tickets are piling up and customers are waiting, I can take over the queue, reply quickly and clearly, and set up the macros, help articles and SOPs that stop it from growing again. What I can do for you Customer service (email and live chat) Tier 1 and tier 2 tickets, order issues, refunds, returns, cancellations, complaints and escalations. Technical support for SaaS and apps Troubleshooting user issues, account and login problems, onboarding new users, and reporting bugs to developers with clear steps to reproduce. I have a BSc in Computer Science, so I work well with dev teams. Shopify and ecommerce support Order tracking, address changes, refunds and supplier follow-ups inside Gorgias, Zendesk or whatever helpdesk you use. Helpdesk setup and automation Macros, triggers, tags, views and routing in Zendesk, Gorgias, Freshdesk, Intercom and HubSpot to cut first response time. Help center, SOPs and team lead support Knowledge base articles, internal process docs, agent training, ticket QA and KPI reporting. Background - 22 months (906 hours) running email and chat support for a B2C travel SaaS company on Upwork - Customer Support Team Lead for a Shopify ecommerce brand, managing a VA support team - Led the support team at PSE Event Housing: hiring, onboarding, QA, KPI reports and escalations - Live chat and customer service roles at Live Greeters and LiveAdmins Available full time. Native English and Urdu. Send me a message with what your support queue looks like, and I'll tell you how I'd handle it.