With a decade of experience navigating the intersection of customer success, technical troubleshooting, and business operations, I have built my career on a simple principle: translating complex software problems into seamless human solutions. My core expertise lies in the SaaS landscape—specifically in managing deeply integrated platforms, customer data integrity, and intricate financial/billing workflows. In my most recent role at Opus Behavioral, I served as a critical Tier 2/3 bridge between our front-line users and our engineering departments. I specialize in diagnosing system-wide bugs within healthcare EHR environments, analyzing user workflows, and authoring structured, reproducible technical bug reports in Linear to drastically accelerate engineering resolution times. I am highly comfortable executing under pressure, regularly clearing high-volume queues of 50+ technical tickets daily while consistently beating strict SLA requirements. Beyond pure technical troubleshooting, I possess a versatile background in full-cycle operations and digital platform moderation. My experience includes automating accounts receivable and payable for a massive portfolio of 90+ properties via AppFolio with Gordian Staffing, managing high-volume global user security and account restoration queues for Roblox (Acquire), and supporting massive scale-up streaming infrastructure deployment for Disney+ (Sutherland). Whether I am handling live multi-channel support (managing 4+ concurrent chats simultaneously) or collaborating directly with implementation teams to map out custom client onboarding requirements, my goal is always to maximize platform retention and user satisfaction. 🛠️ TECHNICAL CORE & COMPETENCIES Support & Ticketing Systems: Zendesk, ServiceNow, HubSpot Service Hub Bug Tracking & Project Management: Linear, Asana, Slack Operational & CRM Platforms: AppFolio, EHR Systems, Salesforce Ecosystems Domain Expertise: Tier 1/2/3 SaaS Troubleshooting, Bug Reporting Lifecycle, Multi-Channel Support (Chat, Email, Voice), Client Onboarding & Retention, Data Administration, Accounts Receivable/Payable, Platform Moderation & Account Security. 💼 CURRENT AVAILABILITY I am actively seeking remote opportunities and looking to connect with teams hiring for: SaaS Technical Support Specialist / Engineer Product Support / Application Support Specialist Customer Success Specialist / Account Manager Let's connect to discuss how I can streamline your support operations and elevate your client experience!
10
Skills
$8
Per Hour
Mid Level
Experience
1mo
On Platform
With a decade of experience navigating the intersection of customer success, technical troubleshooting, and business operations, I have built my career on a simple principle: translating complex software problems into seamless human solutions. My core expertise lies in the SaaS landscape—specifically in managing deeply integrated platforms, customer data integrity, and intricate financial/billing workflows. In my most recent role at Opus Behavioral, I served as a critical Tier 2/3 bridge between our front-line users and our engineering departments. I specialize in diagnosing system-wide bugs within healthcare EHR environments, analyzing user workflows, and authoring structured, reproducible technical bug reports in Linear to drastically accelerate engineering resolution times. I am highly comfortable executing under pressure, regularly clearing high-volume queues of 50+ technical tickets daily while consistently beating strict SLA requirements. Beyond pure technical troubleshooting, I possess a versatile background in full-cycle operations and digital platform moderation. My experience includes automating accounts receivable and payable for a massive portfolio of 90+ properties via AppFolio with Gordian Staffing, managing high-volume global user security and account restoration queues for Roblox (Acquire), and supporting massive scale-up streaming infrastructure deployment for Disney+ (Sutherland). Whether I am handling live multi-channel support (managing 4+ concurrent chats simultaneously) or collaborating directly with implementation teams to map out custom client onboarding requirements, my goal is always to maximize platform retention and user satisfaction. 🛠️ TECHNICAL CORE & COMPETENCIES Support & Ticketing Systems: Zendesk, ServiceNow, HubSpot Service Hub Bug Tracking & Project Management: Linear, Asana, Slack Operational & CRM Platforms: AppFolio, EHR Systems, Salesforce Ecosystems Domain Expertise: Tier 1/2/3 SaaS Troubleshooting, Bug Reporting Lifecycle, Multi-Channel Support (Chat, Email, Voice), Client Onboarding & Retention, Data Administration, Accounts Receivable/Payable, Platform Moderation & Account Security. 💼 CURRENT AVAILABILITY I am actively seeking remote opportunities and looking to connect with teams hiring for: SaaS Technical Support Specialist / Engineer Product Support / Application Support Specialist Customer Success Specialist / Account Manager Let's connect to discuss how I can streamline your support operations and elevate your client experience!
Location
Taguig City, Philippines
Experience
Mid Level
Rate
$8/hr
Status
Available for Work
Member since
May 27, 2026
Technical Support Specialist (SaaS)
Opus Behavioral Health
Oct 2024 – April 2026
Delivered expert Tier 2/3 SaaS technical support for a complex healthcare EHR platform via chat, email, and voice channels. Managed a high-volume queue of 50+ technical tickets daily while consistently meeting or exceeding stringent SLA response and resolution times. Diagnosed and resolved complex system bugs across billing, clinical documentation, user workflows, and third-party integrations. Authored structured, highly technical bug reports with reproducible steps in Linear, bridging the gap between front-line issues and engineering teams. Partnered directly with implementation teams during client onboarding to translate custom user requirements into functional system workflows.
Virtual Assistant
Gordian Staffing (Pro Invest Realty)
March 2024 – September 2024
Automated and managed full-cycle billing operations, including accounts receivable and payable, for a portfolio of 90+ properties. Maintained high data integrity within AppFolio, ensuring real-time accuracy for property updates, maintenance tracking, work orders, and operational reporting. Facilitated clear cross-functional communication between property managers, third-party vendors, and maintenance teams to rapidly clear operational bottlenecks and ensure smooth property operations.
Customer Support Representative
Teletech
March 2023 – March 2024
Provided comprehensive hardware and software troubleshooting for IoT connected fitness devices (bikes, treadmills, rowers) via multi-channel support. Handled end-to-end customer lifecycles, guiding users through remote diagnostics, system updates, billing inquiries, and subscription management. Synchronized directly with logistics teams to coordinate seamless hardware deliveries, part replacements, and product returns while maintaining strong performance metrics in a high-volume environment.
Customer Support Specialist
Acquire
December 2020 – December 2022
Managed sensitive security data and escalated investigations regarding compromised user accounts, unauthorized financial transactions, and multi-factor recovery processes. Utilized Zendesk to systematically organize, prioritize, and resolve high-volume global ticket queues without compromising quality or response times. Strictly enforced platform safety, digital content moderation, and corporate compliance policies to guarantee a secure environment.
Customer Care Executive
Sutherland
February 2019 – July 2020
Supported the global launch and scaling of Disney+, delivering multi-channel support to resolve advanced streaming, network connectivity, and application issues across diverse ecosystems (Smart TVs, mobile apps, and web). Administered complex subscription billing adjustments, refunds, account security overrides, and customer retention strategies while maintaining exceptionally high customer satisfaction metrics.
Technical Support Representative
Sitel
February 2018 – January 2019
Troubleshot complex telecommunications network infrastructure, line disruptions, signal connectivity issues, and account configurations. Assisted enterprise and consumer accounts with billing inquiries, complex service migrations, adjustments, and customer retention efforts during major system and service updates.
Chat Specialist
LeadChat
September 2015 – January 2018
Multi-tasked effectively by managing 4+ concurrent live chats simultaneously for a diverse roster of over 350 global client accounts. Captured and processed prospective consumer data efficiently to optimize lead-generation funnels, successfully converting cold website traffic into highly qualified leads for clients while maintaining fast response times.
BA in Mass Communications
STI Global
2015 – 2017
Internal Support Workflow & Knowledge Base Optimization Designed and structured an internal knowledge base and escalation workflow using Linear and Zendesk to bridge the gap between front-line support and engineering teams. Created standardized templates for reproducible bug reporting, which successfully reduced clarity bottlenecks and accelerated technical issue resolution times. EHR System Customization & Workflow Mapping Collaborated on a mock sandbox deployment for a healthcare EHR platform, configuration testing custom user permissions, billing matrix workflows, and third-party data integrations to simulate client onboarding requirements. op Performer - SLA & Ticket Resolution Metrics Consistently recognized for maintaining exceptional speed and quality metrics, managing a high-volume queue of 50+ technical tickets daily while exceeding target response and resolution SLAs. CSAT & Quality Assurance Excellence Achieved top-tier Customer Satisfaction (CSAT) and QA scores across multi-channel support queues (chat, email, voice) by delivering accurate technical troubleshooting and remote diagnostics for complex user accounts and device ecosystems.
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