Technical Support & IT Operations Specialist | 12+ Years of Experience in SaaS, Customer Support & Account Management
Digna
Customer Support Representative
$1,770 – $2,540/mo
About
ilingual professional with over a decade of cross-functional experience spanning tech, operations, insurance, and healthcare. Known for versatility and rapid adaptation, my expertise includes managing SaaS ecosystems, navigating complex compliance, and supporting financial workflows. Currently pursuing a B.S. in Computer Science, I combine strong technical problem-solving with an empathetic, human-centered approach.
Industry Experience
IT Services & IT Consulting
IT System Custom Software Development
SaaS Platforms
Education & Training
Professional Services
Software Experience
Candidate Information
Availability
Full-Time
Work Arrangement
Remote
English Level
Near-Native Fluency (C1/C2)
Additional Languages Supported
Spanish
Roles Qualified For
Work Experience
Customer Support Representative
11/2025 - Presenthttps://metricool.com/es/
• Customer Assistance: Provided multilingual support (English, Spanish, etc.) to global clients, ensuring
smooth onboarding and effective use of Metricool’s platform using Crips.
• Technical Troubleshooting: Diagnosed and resolved user issues related to analytics, social media
scheduling, and reporting tools.
• Product Guidance: Educated customers on best practices for digital marketing and analytics,
improving adoption and retention rates.
• Collaboration: Partnered with product and engineering teams to escalate bugs, suggest
improvements, and relay customer feedback.
• Performance Metrics: Maintained high satisfaction scores (CSAT/NPS) and reduced average response
times through efficient ticket management.
Operations Coordinator
08/2023 - Presenthttps://simera.io/
o Ensured employees had access to necessary tools/SaaS apps and meticulously managed access
levels based on employee roles
o Managed user accounts across multiple SaaS apps (Google Workspace, Microsoft Office, Zoom,
Slack, HubSpot, Insightful, Helpwise, GoToConnect, FreshTeams, Airtable etc.)
o Met with clients to provide solutions on various domains: VoIP, SaaS, Productivity Apps, etc.
o Created automation in Airtable to improve processes that included, but were not limited to, time
off request, asset management, software access request, terminations request, asset request,
among others.
Help Desk Specialist
07/2022 - 12/2023http://www.electric.ai
• Managed and administered SaaS applications across multiple platforms.
• Provided chat support using Kustomer to assist end users with various tasks.
• Handled user creation, access management, and permission modifications for SaaS applications such as
Google Workspace, Microsoft Office 365, Okta, Greenhouse, Django, among other apps.
• Assisted with software issues, including installation and troubleshooting.
• Managed the enrollment process for devices in MDM (Kaseya for Microsoft and Jamf Pro for Apple
devices).
• Supported email routing, spam management, and mail client configuration, including SMTP relay setups
(Outlook, Apple Mail, Spark, Thunderbird, etc.).
• Streamlined the onboarding process for new employees and facilitated inventory management and
provisioning.
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