Peculiar Udoma
SaaS Technical Customer Support Specialist | Zendesk · HubSpot · Intercom
Talent
Port HarcourtMember since September 7, 2026
Zendesk SupportHubSpot CRMFreshdeskSlack ConnectIntercomTechnical TroubleshootingSLA ManagementIncident ResponseKnowledge Base ManagementAPI TroubleshootingCSAT OptimizationOmni-Channel Support
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Zendesk SupportHubSpot CRMFreshdeskSlack ConnectIntercom
About
Metrics-driven SaaS Support Specialist with 96%+ lifetime CSAT and deep expertise in Zendesk, HubSpot, Intercom & Freshdesk. Bridges front-line operations and engineering to resolve bugs, API anomalies & auth failures across omni-channel B2B/B2C environments.
Experience
SaaS Technical Customer Support Specialist - Enterprise Platform Operations & Portfolio Deployment - Nigeria
(2025-01)
- Managed 60+ daily B2B/B2C tickets across Zendesk & Intercom (chat, email, in-app), sustaining 96%+ CSAT
- Isolated and reproduced software bugs, MFA/SSO failures & token auth mismatches, cutting resolution bottlenecks by 15%
- Authored 15+ technical playbooks & Help Center articles, driving an 18% reduction in inbound ticket volume via self-service
Education
Bachelor of Science (B.Sc.) - Computer Science - University of Port Harcourt (UNIPORT) (2027)
Skills
SaaS Technical Customer Support SpecialistZendeskHubSpotIntercom
