Wendyle Christian Seno

Friendly and technically proficient Technical Support & Customer Service professional with 2+ years of experience supporting SaaS and e-commerce platforms. Skilled in troubleshooting hardware, software, and connectivity issues, guiding customers through setup and configuration, and delivering calm, empathetic support to ensure a positive customer experience. Experienced in ticketing systems, front-end customizations, technical documentation, and cross-functional collaboration - well aligned with supporting smart locks and connected devices.

Technical Support Engineer at Yotpo (2025-12 – Present)

Shopify Apps - Part-time

• Diagnose, troubleshoot, and resolve complex technical issues across SaaS applications, ensuring timely and effective resolutions for merchants.
• Provide technical guidance on app setup, feature configuration, and optimization, including countdown timers, upsell widgets, loyalty systems, and conversion-focused tools.
• Analyze application logs, replicate reported issues, and collaborate with development teams on bug fixes, performance improvements, and feature enhancements.
• Support a suite of 12 SaaS applications while applying advanced CSS and strong HTML skills to customize snippets, adjust widget placements, and act as a technical liaison for merchant requirements
• Managed the daily technical customization support ticket queue, delivering clear, customer-friendly resolutions with a strong focus on first-contact resolution.
• Troubleshot and resolved front-end and configuration issues affecting user experience across Shopify, BigCommerce, and WordPress storefronts.
• Customized widgets and UI elements using HTML, CSS, and JavaScript, ensuring stability, responsiveness, and cross-browser usability.
• Designed and tested responsive email templates, validating rendering behavior across multiple email clients and platforms.
• Collaborated with engineering teams, account managers and implementation managers to support system migrations, reduce customer impact, and ensure smooth implementation.
• Served as the primary escalation point of contact, providing expert-level guidance to customers and internal support teams.
• Mentored frontline agents through structured coaching and knowledge transfer, improving overall team efficiency and support quality.
• Identified recurring product issues and shared actionable insights with engineering teams, contributing to improved product reliability.
• Updated and created SOPs, support documentation, and internal knowledge base articles to improve process consistency and team enablement.

UGC Customizations Developer at Yotpo (2025-06 – 2025-12)

• Managed the daily technical customization support ticket queue, delivering clear, customer-friendly resolutions with a strong focus on first-contact resolution.
• Troubleshot and resolved front-end and configuration issues affecting user experience across Shopify, BigCommerce, and WordPress storefronts.
• Customized widgets and UI elements using HTML, CSS, and JavaScript, ensuring stability, responsiveness, and cross-browser usability.
• Designed and tested responsive email templates, validating rendering behavior across multiple email clients and platforms.
• Collaborated with engineering teams, account managers and implementation managers to support system migrations, reduce customer impact, and ensure smooth implementation.

Subject Matter Expert - UGC LT at Yotpo (2025-03 – 2025-05)

• Served as the primary escalation point of contact, providing expert-level guidance to customers and internal support teams.
• Mentored frontline agents through structured coaching and knowledge transfer, improving overall team efficiency and support quality.
• Identified recurring product issues and shared actionable insights with engineering teams, contributing to improved product reliability.
• Updated and created SOPs, support documentation, and internal knowledge base articles to improve process consistency and team enablement.

Technical Support Engineer - UGC LT at Yotpo (2024-03 – 2025-02)

• Delivered high-quality technical support via ticketing system and live chat, consistently achieving top CSAT scores.
• Independently diagnosed and resolved complex integration and widget configuration issues across e-commerce platforms.
• Created and maintained knowledge base articles and customer-facing help guides, helping reduce repeat ticket volume.
• Guided customers through product onboarding, setup, configuration, and troubleshooting processes to ensure successful product adoption.

Diploma in Computer Engineering Technology