Michael M.

SaaS Technical Support | E-commerce | Customer & Order Management

Helping people and solving problems — that’s what I do best. You don’t need to train me extensively — just share your SOPs and goals, and I’ll handle the rest with accuracy, consistency, and professionalism. My clients on Upwork value my ability to learn fast, work independently, and deliver quality results that drive satisfaction and retention. I’m a results-driven Technical Support Specialist and E-commerce Operations Expert with over 12 years of experience providing exceptional customer service, order management, and SaaS support for global clients. 💡 Core Expertise ✓ SaaS & Technical Support – App troubleshooting, bug reporting, onboarding assistance, ticket triage, and escalation to dev teams. ✓ Customer Success & Helpdesk – Building trust with users through responsive, empathetic, and solution-oriented support. ✓ E-commerce & Order Management – Product fulfillment, order tracking, returns, refunds, and issue resolution. ✓ CRM & Support Tools – Proficient in Zendesk, Intercom, Gorgias, Freshdesk, HelpScout, Shopify, Jira, Trello, Asana, Slack, Zoom, and Google Workspace. ✓ Process Optimization – SOP & FAQ creation, workflow documentation, and internal communication improvement. ✓ Live Chat, Email, and Back-office Support – High-volume inbox management, accurate data entry, and process tracking. 🧩 Professional Highlights I’ve successfully handled challenges like missing items, shipping delays, and customer disputes in e-commerce and order management. My approach involves finding creative, timely solutions and collaborating with customer care teams, warehouses, shipping partners, and management to ensure smooth operations and total customer satisfaction. In Technical/SaaS Support, I assist users with onboarding, troubleshoot app concerns, provide clear guides, and identify root causes of issues. I ensure efficient ticket triage and act as a reliable bridge between users and engineering teams for fast, accurate resolutions. I can also help draft SOPs and FAQs to streamline workflows, enhance communication, and make processes easier for both customers and teams. I’m also known for being adaptable — a reliable all-rounder who can easily shift between customer support, order management, and technical troubleshooting. This flexibility allows me to manage end-to-end operations, maintain workflow continuity, and deliver consistent results across different systems and industries. I’m confident in quickly learning new platforms, having used tools such as Intercom, Zendesk, Giorgias, Helpscout, FreshDesk, Shopify, Jira, Prestashop, Google Drive, ClickDesk, Zopim, Trello, Asana, Zoom, Slack, Skype, Chatra, ClickandChat, Excel, Word, PowerPoint, Outlook, Thunderbird, Dropbox, and iCloud. Clients describe me as a quick learner, detail-oriented, and highly dependable professional who adapts easily to different roles and environments. I’m excited to help your business grow and deliver the kind of service your customers will remember. Let’s work together to make your operations smoother and your clients happier!