Ian Michael H.

I am a Virtual Assistant and Technical Support professional with over 8 years of experience supporting SaaS platforms, business management software, and telecom services. I currently work as a Technical Support Tier II Lead at FieldPulse, where I handle complex customer escalations, backend investigations, integrations, and technical issues while working closely with Engineering, QA, and Product teams to identify and resolve problems. My experience includes technical support via email, chat, phone, and screen sharing, as well as customer onboarding, billing and payment troubleshooting, CRM management, and detailed case and ticket handling. I have hands-on experience with tools and platforms including pgAdmin, Salesforce, Intercom, Aircall, Jira, Stripe, Payrix, Slack, Google Workspace, Loom, Jam.dev, and various other SaaS support systems. Previously, I worked as a Technical Support Representative for Spectrum, providing remote troubleshooting and high-volume customer support. I have also worked in IT Support, handling software and hardware-related issues, and as an eCommerce Account Manager, managing customer communications, orders, and CRM updates. I’m detail-oriented, reliable, and proactive, with a strong focus on clear communication, efficient problem-solving, and delivering a positive customer experience. I can work independently, handle complex technical issues, and collaborate effectively with both customers and internal teams. If you’re looking for a dependable Virtual Assistant or SaaS Technical Support Specialist who can handle both technical and customer-facing responsibilities, I’d be happy to help.