Customer & Technical Support Specialist at Modsquad (2024-11 – Present)
- Delivered high-volume chat, email, and phone support for digital e-reader platforms and SaaS products, handling 25–35+ calls per day during peak periods.
- Guided customers through activation, access, and troubleshooting issues for digital materials.
- Managed orders, refunds, billing concerns, and account requests.
- Interpreted system data, SKUs, and provider platforms to diagnose user problems quickly.
- Reduced escalations through accurate troubleshooting and clear customer guidance.
- Maintained strong CSAT and first-contact resolution metrics.
- Supported high daily ticket volumes using zendesk.
- Helped customers navigate purchases, returns, and digital product access while maintaining a positive brand experience.
- Communicated with customers using each client's tone and guidelines, ensuring consistent on-brand support
Microsoft 365 Technical Support Engineer (Part Time) at Gigmo Solutions, Nigeria (2023-03 – Present)
- Actively collaborated with internal teams on process improvements and product updates, helping reduce escalations by 30% and increasing internal solution rates.
- Maintained an average 3.9/4.0 KPI rating meeting projections and set targets.
- Actively utilized SOPs and diagnostics to analyse large volumes of data from customers' complaints to influence faster and more effective resolution-providing processes.
- Closed over 80 cases monthly, bringing in revenue for the company per closure.
- Provided remote cloud support for business customers across Microsoft 365 services.
Customer Support Representative at NextStep (Digital Marketing) (2022-10 – 2024-04)
- Authoring insightful and engaging articles aimed at expanding customer understanding of services and pertinent information, contributing to a more informed client base.
- Developing and executing customer service strategies that not only enhance business growth but also create distinct opportunities for improvement, showcasing a strategic approach to client satisfaction and organizational success.
- Supported SaaS marketing platforms including funnel builders(MarketPlan) and page builders(ConvertPages), troubleshooting technical issues for global users.
- Resolved billing, account, and subscription issues for customers while maintaining strong CSAT and QA metrics.
- Worked independently while collaborating with distributed teams through Slack and ticketing systems.
Customer Support Specialist at Gander - Shopify UGC App (2022-04 – 2023-02)
- Provided customer support for a Shopify SaaS UGC platform using Zendesk, resolving user issues and improving customer experience. Established, developed, and maintained positive business and customer relationships.
- Troubleshot merchant integration and content display issues.
- Collected user feedback and contributed to product improvements.
- Created help articles and documentation to reduce repeat tickets.
Customer Support Specialist at PageFly - Shopify Pagebuilder App (2021-10 – 2022-03)
- Remotely developed the visual redesigns for client e-commerce pages, boosting their user interfaces and end-user appeal to boost interaction and drive engagement.
- Sustained a record of positive feedback in reviews from clients regarding the handling of E-commerce merchant needs using the PageFly platform.
- De-escalated customer issues by providing quick and effective solutions to pain points.
- Assisted merchants with front-end troubleshooting and page performance issues using the PageFly builder.
- Managed multiple customer conversations at once in a fast-paced remote environment while maintaining quality and response time.
Microsoft 365 Technical Support Engineer at Tek Experts, Lagos, Nigeria (2020-11 – 2021-08)
- Overhauled the troubleshooting process for O365, Identity, Exchange Online, OneDrive and SharePoint online-related issues, resulting in reduced downtime, increased usability and customer satisfaction by 50%.
- Maintained an average 3.9/4.0 KPI rating meeting projections and set targets.
- Actively utilized SOPs and diagnostics to analyse large volumes of data from customer's complaints to influence faster and more effective resolution-providing processes.
- Provided enterprise-level Microsoft 365 technical support across Exchange Online, SharePoint, OneDrive, and Identity services for global customers.
- Spearheaded the resolution of exchange-related issues for customers, serving as an Exchange Online Enterprise engineer; Loading with Escalation engineers to drive the resolution process.
- Responded to over 100 customer tickets/e-mails via RAVE ticketing System.
- Guided customers in onboarding their organizations to Office 365 services such as Azure, Exchange Online, SharePoint Online, SharePoint Hybrid from 2010 to 2016, Lync Online, Office 2016, Office 365 ProPlus and Yammer.
