Michelle

Customer Support Specialist & Technical Virtual Assistant | Zendesk & Freshdesk

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Overview

Looking for full-time work (8 hours/day)

at $9.73/hour ($1,920.00/month)

Bachelors of Science in Business Administration-Marketing Management

Last Active

September 19th, 2026 (4 days ago)

Member Since

August 18th, 2019

Profile Description

I help businesses and their customers solve problems, get onboarded, and get things done without the technical headaches.

With 4+ years of experience in Technical/Application Support and Implementation, I’ve supported SaaS and FinTech platforms, handled Tier 1 & Tier 2 technical issues, and worked directly with customers throughout onboarding, implementation, training, and post-go-live support.

I’ve been involved in 22+ implementation projects, supporting system setup, configuration, data migration, UAT, training, and user adoption including team-based implementations supporting 70+ end users.

I’m someone who genuinely enjoys figuring things out. When something doesn’t work, I don’t just pass it along. I investigate, verify, use the resources available to me, communicate clearly, and take ownership through resolution.

How I Can Help Your Team:
? Technical & Customer Support
? Customer Onboarding & Implementation
? Email, Chat & Phone Support
? CRM & Ticket Management
? Troubleshooting & Issue Investigation
? User Training & Documentation
⚙️ Administrative & Operations Support
? QA, UAT & Process Improvement
? Workflow & Automation Support

Results I’m Proud Of:
▪ Contributed to PHP 500,000+ in revenue through successful onboarding and implementations
▪ Helped improve customer satisfaction from 86% to 91% through stronger training and support
▪ Successfully managed 22+ implementation projects, including independent projects and team-based implementations
▪ Supported implementations involving 70+ end users
▪ Resolved 89.9% of Tier 1 & Tier 2 issues without escalation
▪ Experienced working with remote, cross-time-zone teams and international customers

Tech Stack:
Jira ▪ Zendesk ▪ Freshdesk ▪ HubSpot ▪ Intercom ▪ Linear ▪ Postman ▪ REST APIs ▪ Webhooks ▪ SQL ▪ Splunk ▪ Kibana ▪ Confluence ▪ Notion ▪ Slack ▪ Google Workspace ▪ Make

Why Clients Choose Me:
▪ I take ownership. I don’t disappear when a problem gets complicated.
▪ I investigate before escalating. I use available resources and troubleshoot systematically before involving another team.
▪ I communicate clearly. Customers should understand what’s happening, what I’m doing, and what comes next.
▪ I learn systems quickly. I’m comfortable jumping into unfamiliar tools and figuring out how they work.
▪ I care about the process, not just the ticket. When I notice a recurring issue or inefficient workflow, I look for ways to improve it.
▪ I’m adaptable. I can work across technical support, implementation, customer service, and operational tasks depending on what the business needs.

My approach is simple:
I don’t guess. I investigate. I verify. I communicate clearly. And I follow through. I believe good support isn't just about responding quickly. It’s about understanding the problem, finding the right solution, keeping the customer informed, and making the process better along the way.

I also believe that professionalism isn't simply about what you do, it’s how you do the job.

? Let’s Work Together! I’m open to full-time and part-time remote opportunities in:

? Technical Support
? Customer Support
? Implementation
? Virtual Assistance
⚙️ Operations

If you’re looking for someone who can understand the technical side, communicate with customers, learn new systems quickly, and take ownership, send me a message and let’s talk!

Top Skills

E-Commerce » Ebay » Customer Support

Experience: 2 - 5 years

Customer Support » Technical Support

Experience: 2 - 5 years

I have experience in technical support, which is my current line of work

Project Management » Process Improvement

Experience: 1 - 2 years

I have experience identifying inefficiencies, documenting processes, and implementing improvements that streamline workflows and enhance customer support operations. Through IT and application support roles, I have helped reduce repetitive tasks, improve documentation, and increase overall team efficiency.

Other Skills

Marketing » CRM » Freshworks CRM

Experience: 6 months - 1 year

Hands-on experience configuring Freshworks CRM, including setting up SLA policies, managing ticket queues, organizing pipelines, and maintaining accurate customer records.

Project Management

Experience: Less than 6 months

Experienced in coordinating cross-functional workflows using tools like Jira, Confluence, and Notion. Skilled in tracking technical issues, managing ticket escalations, maintaining SOP documentation, and ensuring team deliverables meet established SLAs.

Software » API Testing

Experience: 2 - 5 years

I improved API testing processes by creating organized test cases, maintaining clear documentation, and standardizing testing procedures using tools like Postman. These improvements helped increase testing efficiency, consistency, and defect detection.

Software » Software QA Testing » Manual Testing

Experience: 2 - 5 years

Proficient in manual testing, including functional, regression, and user acceptance testing

Customer Support » Chat Support

Experience: 2 - 5 years

Chat Support Specialist experienced in handling real-time customer inquiries and resolving issues efficiently

Software » Zapier

Experience: Less than 6 months

As a personal project, I used Zapier to build and test API integrations between applications, automate workflows, troubleshoot issues, and streamline data transfer processes. This helped me develop practical experience in API testing, automation, and process improvement.

Software » API Integration

Experience: 2 - 5 years

Proficient in API integrations, including RESTful services, request/response handling, and troubleshooting integration issues

Basic Information

Age: 34

Gender: Female

Website: Sign Up with Pro Account to View

Address: Manolo Fortich, Bukidnon

Tests Taken: IQ
Score: 149

Government ID: Sign Up with Pro Account to View

“The best hire that I've ever made. ”

Timothy Schucker

SEE MORE REAL RESULTS

“I started getting some peace of mind and some traction!”

- Aaron Hall

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BENCHMARKS

Loading Time: Base Classes	0.0008
Controller Execution Time ( Jobseekers / Info )	0.0386
Total Execution Time	0.0401

GET DATA

No GET data exists

MEMORY USAGE

1,640,392 bytes

POST DATA

No POST data exists

URI STRING

jobseekers/info/942746

CLASS/METHOD

jobseekers/info

DATABASE: onlinejobs (Jobseekers:$db) QUERIES: 29 (0.0264 seconds) (Show)

0.0003	`SELECT * FROM exrates WHERE rate_name = 'USD-PHP'`
0.0008	SELECT * FROM `jobseekers` WHERE `jobseeker_id` = '942746' LIMIT 1
0.0053	SELECT * FROM `jobseeker_meta` WHERE `jobseeker_id` = '942746'
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0.0004	SELECT * FROM `jobseekers` WHERE `jobseeker_id` = '942746' AND `is_private` = 1
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0.0008	`SELECT * FROM jobseekers j, jobseekers_jobdata jj,jobseekers_skills js WHERE j.jobseeker_id = '942746' AND j.jobseeker_id = jj.jobseeker_id AND jj.jobseeker_id = js.jobseeker_id`
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0.0003	`SELECT * FROM employer_comment WHERE employer_id = ''`
0.0015	SELECT `facebook`, `manual_fb_score` FROM `jobseekers_trust` WHERE `jobseeker_id` = '942746'
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0.0044	SELECT `jsct`., `jsct`.`id` as `jsct_id`, `sct`. FROM `jobseekers_skills_categories` `jsct` LEFT JOIN `skills_categories` `sct` ON `sct`.`id` = `jsct`.`skill_category_id` WHERE `sct`.`is_approved` = 1 AND `jsct`.`jobseeker_id` = '942746' ORDER BY `jsct`.`rate` DESC
0.0004	SELECT * FROM `jobseekers_trust` WHERE `jobseeker_id` = '942746'
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0.0003	SELECT * FROM `testimonial_videos` WHERE `placement` = 1 OR `placement` = 0 ORDER BY RAND()
0.0003	SELECT * FROM `testimonial_videos` WHERE `placement` = 2 OR `placement` = 0 ORDER BY RAND()
0.0003	`select * from teasers`
0.0003	SELECT * FROM `employers` WHERE `employer_id` IS NULL LIMIT 1
0.0002	`SELECT user_level, rebill_date, jobseekers_seen, jobseekers_seen_override from employers WHERE employer_id = ''`
0.0002	SELECT * FROM `employers` WHERE `employer_id` IS NULL LIMIT 1
0.0002	`SELECT user_level, rebill_date, jobseekers_seen, jobseekers_seen_override from employers WHERE employer_id = ''`
0.0002	`SELECT user_level, rebill_date, jobseekers_seen, jobseekers_seen_override from employers WHERE employer_id = ''`
0.0002	`SELECT * FROM notes WHERE employer_id = '0'`

HTTP HEADERS (Show)

SESSION DATA (Show)

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