MA ALDIANNE SHAMELLA R.

SaaS Customer Support Specialist | Technical Support

I help SaaS companies deliver exceptional customer experiences by providing fast, reliable, and knowledgeable support across email, chat, and live calls including face to face Teams, Google Meet or Zoom calls. With hands-on experience in CRM management, technical troubleshooting, and client onboarding, I act as the bridge between users and product teams—ensuring issues are resolved efficiently while improving overall user satisfaction and retention. 🚀 How I Support SaaS Businesses: •Provide responsive email and chat support for users, ensuring SLA compliance •Troubleshoot platform issues and guide users through features and workflows •Investigate bugs and escalate technical issues to development teams via Jira •Translate customer issues into clear, actionable reports for engineers •Onboard new clients and deliver product training sessions (live & recorded) •Maintain and optimize Zendesk (ticketing workflows, macros, automation, reporting, AI) •Monitor customer interactions to improve CSAT and reduce churn •Handle urgent concerns via Zoom or Microsoft Teams calls •Create and update Knowledge Base / Help Center articles for self-service support •Generate leads and support outreach using LinkedIn and Apollo 🧩 SaaS-Focused Skills: •Customer Support for SaaS Platforms (B2B & B2C) •Technical Troubleshooting & Bug Reporting •CRM & Helpdesk Management (Zendesk) •User Onboarding & Product Training •Ticket Triage, Escalation & SLA Management •Knowledge Base & Documentation Writing •Customer Retention & Experience Optimization ⚡ What Sets Me Apart: •Strong understanding of SaaS workflows, user journeys, and common pain points •Ability to explain technical concepts clearly to non-technical users •Excellent written and verbal English communication •Skilled in de-escalation, problem-solving, and handling complex cases •Detail-oriented and highly organized with strong multitasking ability •Comfortable working independently or as part of a remote team 🛠 Tools I Use: •Zendesk. FreshDesk (Admin & Support) •Intercom, Drift (Salesloft) and Swift Digital (Email Marketing, Events Automation Platform) •Jira and Atlassian (Bug tracking & escalation, documentation) •Zoom & Microsoft Teams (Client communication & onboarding) •LinkedIn & Apollo (Lead generation) •Guidde (Training and onboarding videos or guides) •Large Language Model's: ChatGPT, Claude, Gemini, Kimi, Co-Pilot. 💻 Work Setup: ✔ Stable high-speed internet with backup ✔ Backup power supply ✔ Dedicated, quiet, secured workspace ✔ Backup computer 💵 Rates: Flexible depending on workload and operation schedule