Magnus Crown

Enthusiastic Junior Customer Support Specialist with 10 LinkedIn Learning certifications including NASBA-accredited and PMI-accredited credentials. Specializes in multi-channel text-based support including live chat, email, in-app ticketing and social media moderation. Trained in first-contact resolution (FCR), de-escalation, multi-conversational multitasking, CRM documentation and community moderation across platforms including Intercom, Tidio and Zendesk Chat.

Available immediately for full-time remote shifts globally.

Junior Customer Support Specialist at Freelance (2025-01 – Present)

Independent Contractor managing multi-channel customer support across various platforms.

• Managed multi-channel chat and ticket simulations across Tidio and Intercom environments, documenting 50+ mock customer cases using structured CRM-style case records.
• Resolved high-stress customer escalations via live chat and email, applying de-escalation frameworks to consistently achieve first-contact resolution (FCR) outcomes.
• Monitored and moderated social media comment feeds and direct messages across Meta Business Suite, converting inquiries into engagement using targeted calls-to-action (CTAs).
• Utilized helpdesk workflows, ticket tagging and canned response techniques to optimize response times while managing multiple customer conversations simultaneously.

Senior High School Diploma – Three Town SHS