Silvia Patricia N.

I’ve spent 17+ years in tech, the last 6+ in customer and technical support for international companies, working in English every day. I’m the person who takes the ticket nobody else can figure out, finds what’s actually broken, and explains it to the customer in plain language. I've worked with SaaS companies, business clients, and technical teams, handling customer questions, troubleshooting issues, and making sure people get clear answers and proper follow-up. I help businesses keep their customers happy by providing friendly, reliable support and solving problems without making things complicated. What I’ve done recently Manage Zendesk for a company with average of 350 tickets per week. Handled production incidents for enterprise B2B customers, 40+ cases a week, with 98%+ SLA compliance. Read logs, worked directly with engineering, and wrote the knowledge base articles so the same issue didn’t come back. Supported enterprise customers on the WhatsApp Business API (authentication, message delivery, webhooks), debugged REST errors in Postman, handled 30–50 tickets a week, and worked with engineering and Meta reps. In another I went from Support Specialist to Team Lead, running daily operations, tracking team metrics, giving feedback and planning training. My technical side VoIP and telephony are where I started, so I’m comfortable with SIP, Asterisk/FreePBX, Cisco CUCM, QoS and Wireshark traces. I also know Linux, Bash, Python, SQL (MSSQL, MySQL, PostgreSQL) and Ansible, so I can follow a problem past the help desk instead of just escalating it. How I can help you • Customer support by email, chat, tickets and phone (Zendesk, Intercom, Zoho) • L1/L2 troubleshooting, log analysis and clear escalations to engineering • API and webhook issues, including REST errors • VoIP/SIP and basic networking problems • Knowledge base articles, macros and FAQs that actually get used • Calm, clear handling of upset or stressed customers (hospitals, banks and call centers were part of my day to day) Good to know Native Spanish speaker, C1 English, intermediate Portuguese. Based in Montevideo (UTC-3), with full overlap with US and EU hours. Available now, 30+ hours a week, and happy to start with a short trial task. If you have a support queue that needs someone dependable, send me a message. I answer fast.