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
Customer Support Representative
$1,770 – $2,540/mo
About
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
Trusted by GTM teams at:
https://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.
https://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.
http://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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