David N.

I am a Technical Support and Customer Success Specialist focused on turning frustrating technical bottlenecks into seamless brand experiences for SaaS companies, SMBs, and Enterprise brands. Over the last 4+ years I have worked with 2 Microsoft service delivery partners, resolving over 2,500 complex technical support requests for global clients (in the United States, Australia, and across Europe and Asia) while maintaining a 4.86+ CSAT rating. I focus on rapid resolution first and customer retention. Here's how that plays out depending on what you need: ✅ SaaS & Proprietary Tech Support? While I have deep, expert-level roots in Microsoft 365 administration (Exchange, OneDrive, Entra ID, PowerShell scripting, DNS configurations, Defender, Migration etc.), my real strength is rapid technical agility. Need me to support a new software, troubleshoot a complex app, or master a proprietary internal system? I adapt to your product instantly and guide your users to the solution. ✅ Customer Success & Client Management? I build trust. Whether it’s onboarding, omnichannel support, or de-escalating frustrated clients, I ensure your users feel heard and valued while consistently adhering to strict SLA response times. I also develop technical documentation and update knowledge bases. ✅ Operations & Virtual Assistance? I bring order to the chaos. I manage complex calendars and overflowing inboxes, and optimize project workflows. I handle the details so founders and remote teams can focus on scaling. ✅ Not sure what's driving churn? I study your support tickets, document customer feedback to identify the root cause of the friction, and feed it back to your product team to drive operational improvements. ✅ The toolkit? Microsoft 365, Google Workspace, Trello, Freshdesk, Helpdesk and Asana. Plus, a proven ability to rapidly learn and master whatever software, CRM, or admin dashboard your business runs on. If your team is closing tickets but losing customers, or resolving issues but failing SLAs, that's not a product problem. That's a customer experience problem. Let's go fix it. Your boxes I tick: ✔ Customer Success & Customer Retention ✔ Client Relationship & Account Management ✔ Customer Onboarding & Education ✔ Email, Chat & Phone Support ✔ Customer Experience (CX) Strategy ✔ CRM Management ✔ Customer Escalation Resolution ✔ Executive & Operations Support ✔ Calendar & Inbox Management ✔ Documentation & Process Improvement ✔ Exceptional written and verbal communication ✔ Empathy and active listening ✔ Strong problem-solving skills ✔ Attention to detail ✔ Time management and organisation ✔ Ownership and accountability ✔ Adaptability in fast-paced environments