Ian Michael H.

Technical Support Specialist

I am a Virtual Assistant and Technical Support professional with over 5 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 escalations, backend investigations, integrations, and complex customer issues while coordinating closely with Engineering, QA, and Product teams. My background includes hands-on support via email, chat, phone, and screen sharing, customer onboarding, payment and billing troubleshooting, CRM management, and detailed ticket handling. I have extensive experience using tools such as pgAdmin, Salesforce, Intercom, Aircall, Jira, Stripe, Payrix, Slack, Google Workspace, Loom, and other SaaS support systems. Previously, I supported Spectrum as a Technical Support Representative, providing remote troubleshooting and high volume customer support. I also worked in IT Support, handling software and hardware issues, and as an eCommerce Account Manager, managing customer communications, orders, and CRM updates. I am detail oriented, reliable, and proactive, with a strong focus on clear communication, fast issue resolution, and improving customer experience. If you need a dependable VA or SaaS Support specialist who can handle both technical and customer facing tasks, I would be happy to help.