Binhafez D.

I help software and e-commerce businesses resolve customer issues, investigate technical problems, and keep support operations organized. My experience includes Tier 2 support for Outlook for Mobile and shift leadership for Outlook for Mac. With $300K+ earned, over 20,000 hours on Upwork, 100% Job Success, and Top Rated status, I bring an established record of dependable client service. TECHNICAL SUPPORT & TROUBLESHOOTING I investigate issues beyond the initial report: asking focused questions, reproducing problems, testing possible solutions, and documenting findings for escalation. My experience includes: • Tier 2 support for Outlook for Mobile • Shift Lead for the pioneer Upwork-based Outlook for Mac support team • Application testing, issue investigation, and bug reporting • Keeping up with product releases, new features, and changes in application behavior • Using Jira, Visual Studio, and Notion to document and track issues CUSTOMER SUPPORT & E-COMMERCE I also have hands-on experience supporting Shopify customers and app-connected products, including my work with Tokenframe. I can help with: • Email and chat support • Order status, shipping updates, and delivery concerns • Returns, refunds, exchanges, and address changes • Chargeback-related customer support • Coordination with warehouses and internal teams • Clear, professional communication with frustrated customers AI-ASSISTED SUPPORT & WORKFLOWS I use ChatGPT and Microsoft Copilot in my professional workflows and have personal experience using Claude. I use these tools to help draft and refine replies, organize information, and support troubleshooting, while reviewing outputs for accuracy, context, and tone. TOOLS Microsoft Outlook • Shopify • Helpshift • Rave • OneDynamic • Gorgias • Jira • Visual Studio • Notion • ChatGPT • Microsoft Copilot • Claude • Microsoft Office • Discord • Telegram I’m comfortable taking ownership of a support queue, following through on unresolved issues, and identifying recurring problems that deserve a clearer process or better documentation. If you need an experienced support professional who communicates clearly and investigates thoroughly, send me a message about your product, support needs, and required coverage.