Customer Support & Technical Support Specialist | 10+ Years in SaaS Support, Sales, Zendesk, Jira & Salesforce
Shemar
Customer Support Representative
$1,350 – $1,940/mo
About
Customer Support and Operations professional with experience across gaming, higher education, telecommunications, e-commerce, enterprise technology, and online communities. Skilled in customer support, internal team support, workflow development, knowledge base documentation, QA reviews, coaching, Shopify administration, and cross-functional incident coordination.
Industry Experience
Telecommunications
IT Services & IT Consulting
E-Commerce
Business Consulting & Services
Higher Education
Software Experience
Candidate Information
Availability
Full-Time, Part-Time
Work Arrangement
Remote
English Level
Native Fluency (C2)
Roles Qualified For
Work Experience
Customer Support Representative
09/2017 - 07/2021https://advantagecall.com/
Jamaica
• Ensured first-class customer service by acting as a bridge between customers and the company.
• Engaged in upselling to provide customers with the best services tailored to their needs.
• Developed strong communication and problem-solving skills while addressing customer inquiries.
Support Specialist
09/2021 - 06/2022https://www.itelinternational.com
Jamaica
• Delivered first-class customer service by addressing inquiries through chat, ensuring timely and accurate support.
• Assisted customers with order-related questions and service requests, enhancing their overall experience.
• Managed delivery scheduling and appointment bookings, contributing to smooth daily operations.
• Worked at itelCX, a customer experience solutions provider based in Kingston, Jamaica, dedicated to high customer satisfaction.
Sales Representative
02/2021 - 07/2023https://vxi.com/
Jamaica
• Delivered exceptional customer service by addressing client inquiries and resolving concerns.
• Educated clients on products and services, identifying tailored solutions to enhance their experience.
• Managed inbound and outbound sales calls, fostering strong client relationships and supporting sales objectives.
Customer Experience Manager
06/2023 - 06/2026https://modsquad.com/
United States
• Supported cross-functional teams to ensure timely issue resolution and smooth client support operations.
• Monitored performance metrics to identify opportunities for process improvement and increased efficiency.
• Assisted with account setup, system configuration, and troubleshooting across SaaS platforms.
• Maintained professional communication with clients through various support channels.
Licenses, Certifications & Awards
Videos
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