Livio P.

Customer support specialist turning complex tickets into resolved cases across customer care, technical support, eCommerce, and SaaS environments. 95-100% CSAT sustained throughout my career. First response times averaging under 30 minutes. 100% Job Success Score on Upwork since 2019. Good support is not just about closing tickets. It is about making sure the customer walks away with an actual answer and does not have to come back asking the same question. I have spent nearly 10 years handling technical escalations, sensor data investigation, CRM management, QA, and process documentation for tech companies and ecommerce brands. I write responses that sound like a real person read the ticket, not a template. I measure good support by how rarely a problem repeats and how confident a customer feels after the interaction. HOW I HELP: CUSTOMER SUPPORT & TECHNICAL SUPPORT Email, live chat, and phone support Ticket triage and high-volume queue management Technical troubleshooting and escalation coordination Live troubleshooting via video call Safety-sensitive and priority case handling Warranty and replacement authorization OPERATIONS & ENABLEMENT SOP creation and process documentation QA and bug reporting CRM administration and data entry Knowledge base contribution Onboarding and agent training TOOLS & PLATFORMS Zendesk, Gorgias, ReAmaze, Freshdesk, HubSpot, Zoho, Shopify, Klaviyo, Jira, Grafana, BrowserStack, Figma, Gmail, Google Workspace, Slack, Notion Let's chat and see if I can be a good fit for your team.