Tech/Saas

Missions

Provide high-quality technical support for software users, helping them navigate digital platforms, resolve technical issues, and maximize product performance while ensuring fast, reliable and friendly assistance across all channels.

Tasks

Respond to technical inquiries via chat, email, ticketing systems
Assist users with onboarding, account creation, and product setup
Troubleshoot bugs, login issues, crashes, and integration errors
Guide customers through software features, dashboards and tools
Document issues, escalate bugs to developers, follow up with clients
Provide step-by-step tutorials and screen-sharing support
Manage subscription changes, payments, and billing questions
Create FAQ, user guides and troubleshooting flowcharts
Support product updates, beta testing and new feature rollouts

Results

Managed 50–80 tech support tickets per day
92–95% first-contact resolution on common technical issues
Reduced user churn by 20% with proactive guidance
Improved onboarding success rate by 30%
Resolved urgent bugs with 98% on-time ticket closure
Helped increase paid plan upgrades through clear feature explanations (+18%)

Tools Used

Zendesk • Freshdesk • Intercom • HubSpot • Jira • Notion
Slack • Zoom • Loom • Google Workspace
Stripe • PayPal • API basics • CRM systems

Skills

Technical support • SaaS product knowledge • Bug troubleshooting
Customer success • Clear communication (FR/EN)
Problem-solving • Patience & empathy
Ticket management • Software onboarding
API & integrations basics • Documentation & tutorials
Multitasking • Time management • User experience understanding

Our services

Provide a general summary of the services you provide, highlighting key features and benefits for potential clients.

CloudSync Pro – File Storage & Backup SaaS

Missions: Assist users with cloud backup, syncing errors and storage plans.
Tasks: Login troubleshooting, file recovery, sync conflict resolution, subscription upgrades.
Results:

95% first-contact resolution
Reduced sync-error tickets by 30%

TaskFlow Suite – Project Management Software

Missions: Support teams using dashboards, workflows and automations.
Tasks: Onboarding, permissions setup, Kanban guidance, bug reporting.
Results:

Improved onboarding success by 35%
20% increase in paid plan upgrades

PayWave Billing – Online Payment & Billing Platform

Missions: Help users solve payment failures and billing issues.
Tasks: Failed transactions, invoice downloads, Stripe/PayPal verifications.
Results:

98% compliance accuracy
Reduced refund errors by 40%

EduSmart LMS – Learning Management System

Missions: Assist schools and trainers in managing courses online.
Tasks: Course uploads, student accounts, video playback issues, LMS integrations.
Results:

Resolved 80+ tickets/day
Increased platform stability satisfaction by +30%

ConnectMeet – Virtual Meeting & Webinars Platform

Missions: Support event organizers and attendees.
Tasks: Live-stream issues, mic/camera setup, connection troubleshooting.
Results:

98% successful event connections
Reduced audio/video complaints by 25%

ShopEase POS – Retail Software System

Missions: Help retail stores manage POS issues.
Tasks: Inventory sync, cashier errors, device setup, API connection checks.
Results:

Resolved peak-load issues for 80 stores
Improved ticket closure time by 40%

FitTrack App – Health & Fitness Tracking Software

Missions: Assist users with app setup and wearable device pairing.
Tasks: Bluetooth pairing, data sync, workout plan access.
Results:

92% resolution for device-sync problems
Reduced negative reviews by 30%

HomeSecure AI – Smart Home Automation

Missions: Support users configuring home sensors and AI cameras.
Tasks: Device activation, WiFi connection, mobile alerts.
Results:

95% customer satisfaction
Increased smart-home renewals by 20%