Vincent E.

IT Support Specialist | SaaS, Customer Success & Account Management

I provide IT support, SaaS support, customer success and account management for businesses that need someone who can handle both technical issues and client relationships. My experience includes MSP service desk support, Microsoft 365, Windows, endpoint management, user onboarding/offboarding, account access, MFA, security, remote support, troubleshooting, ticket management and technical documentation. I also work across client success and account management, managing client communication, coordinating projects with internal teams, following up on deliverables, reviewing performance updates and keeping clients informed across SEO, websites and paid advertising campaigns. I’m comfortable leading client calls, managing expectations, identifying issues early and helping keep accounts moving forward. My SaaS experience includes customer onboarding, product support, account setup, troubleshooting, billing questions, email/chat support, escalations and ongoing customer follow-up. I also enjoy improving processes, creating documentation, training users and helping teams stay organised. I’ve worked with a wide range of tools including ConnectWise, Autotask, NinjaOne, ThreatLocker, Huntress, Datto RMM, Microsoft 365, Google Workspace, ClickUp, HubSpot, Airtable, Notion, Scribe, Ninety, Zendesk, Freshdesk, Gorgias, Intercom, Slack and Microsoft Teams, among others. I’m comfortable learning new platforms quickly. I’m available for IT Support, SaaS Support, Customer Success, Account Management, Client Onboarding, Technical Account Management and Project Coordination roles.