Hire the Best SupportBee Specialists

Are you overwhelmed with tech/saas expert, customer support, tech queries, billing issues, or email customer service specialists? Let me take the weight off your shoulders. I'm Muhammad Owais, a Customer Service & Technical Support Specialist with over 7 years of hands-on experience helping SaaS, E-commerce, and B2B startups run smooth, scalable support operations. From Zendesk configuration to dispute resolution, I bring structure, speed, and strategy to your customer service stack. Worked for many companies as a virtual assistant. 💬 Tech Support (Tier 1 & Tier 2) •⁠ ⁠Deep experience in SaaS & Blockchain support •⁠ ⁠Helpdesk setup & ticket workflows (Zendesk, Freshdesk, Intercom, Gorgias) •⁠ ⁠Troubleshooting, onboarding, and knowledge base creation ✅ WHAT I DO BEST: 🛒 Shopify & E-commerce Support •⁠ ⁠Order tracking, subscriptions, refunds, chargebacks •⁠ ⁠Store admin: fulfillment, inventory, vendor management •⁠ ⁠Tools: Shopify, ShipStation, WordPress, PayPal, Stripe, Thrivecart, PaykickStart 💼 CRM & Admin Automation •⁠ ⁠Proficiency with Salesforce, Zendesk, Freshdesk, Intercom, Gorgias, & GHL. •⁠ ⁠Integration via Zapier, Jira, ClickUp, Asana, Make •⁠ ⁠Custom workflows, reporting dashboards, and email automation 💳 Billing & Chargebacks •⁠ ⁠Dispute management (Stripe, PayPal, Klarna, Airwallex) •⁠ ⁠VAT/Tax queries, custom invoicing, and refund processing •⁠ ⁠Documentation for policies, receipts, and preventive strategies 🛠 SaaS Documentation & Internal Content •⁠ ⁠FAQs, SOPs, Help Center articles, tutorials •⁠ ⁠Workflow documentation & internal team training guides 🏅 WHY CLIENTS LOVE WORKING WITH ME: ✔️ 7+ years in Customer Support & SaaS Ops ✔️ Complete CRM Support & Setup ✔️ Fluent, reliable, and extremely organized ✔️ 99% Job Success on Upwork ✔️ 🏆 Top Rated Plus — top 1.5% talent ✔️ 75% of clients return long-term ✔️ Trusted by teams at HackerRank, LastPass, Tumblr, ImagineLearning & more

🚀 Elevate Your Business with a Solution-Hungry Assistant! 🚀 If you're seeking a dedicated professional to catapult your business to new heights on Upwork, your search ends here! I am a dynamic individual with a proven track record in administrative support and data entry, poised to optimize your operations and amplify your success. 🔍 Work Experiences: Outwit - Settlement Specialist: Adept at handling payment transactions and ensuring seamless cash flow management. Sykes - CSR (Capital One Canada): Expert in assisting customers with credit card inquiries and transactions. Convergys - Fraud Analyst (Citibank US): Skilled in analyzing and investigating suspicious transactions. Quantrics - Technical Support (Bell Canada): Providing top-notch technical assistance to customers. Yasheng Group - Operations Officer: Master of live chat support and efficient transaction processing. Agents Only - CSR (Order Entry): Assisting with orders promptly and accurately. Keywords Studios Manila - Email Support: Handling customer queries for top-tier gaming companies like Kakaogames, Discord and Ubisoft Mobile. LG Home Comfort - Admin Support (HVAC Company) - Responsible for answering calls, scheduling jobs, supporting technicians, managing paperwork, and keeping daily office operations on track. 💼 Skills Snapshot: Proficient in MS Office Suite and Google Suite. Multitasking maestro with a keen eye for detail. Communication wizard, both written and verbal. Quick problem-solver with deadline-driven dedication. Familiarity with communication and project management tools like Slack, Zoom, Jira, and more. 🛠️ What I Can Do for You: Streamline administrative tasks and boost efficiency. Manage calendars and schedules seamlessly. Execute stellar email campaigns and efficient inbox management. Deliver top-notch customer service and nurture client relationships. Proficient in Zendesk, Helpshift, and Microsoft 365 for optimal support. 💡 Tools I Know: Salesforce, Amazon Connect, ServiceTitan, Zendesk, Microsoft Office Applications, Helpshift, Deel, SharePoint, Gmail, Google Calendar, Looker Studio, Live Chat, Cronos, Jira, Wise, When I Work, Facebook, Skype, Zoom, Okta, Discord, Lark, Instagram, WhatsApp, Microsoft Teams. Availability: 20-40hrs weekly

I am a Customer Engagement Expert with 23 years of experience in the industry and with units in Basic and Financial Accounting. I have an excellent command of the following tools: Zendesk Freshdesk Freshcaller Salesforce Velaro Georgias Desk Zoho PaySimple Shopify Slack Hangouts and other similar customer service tools, including Office tools. I have excellent skills in the Customer Service industry, which include good customer handling, extraordinary patience, and diligence in my work. I acquired enough knowledge and experience in this field which made me confident that I can deliver a service better than expected. I highly value work and my clients, as shown on many long-term contracts I have had.

E-commerce founders bring me in when their Zendesk or Gorgias ticket queues start outrunning their teams. Six years in, I've cleared 2,000+ tickets in a single peak season while holding a 95% CSAT score. A consistent first contact resolution rate under volume pressure, and reduced inbound ticket load within the first 30 days by building escalation flows, QA frameworks, and self-service knowledge bases that operate without constant supervision. I don't just handle support. I build the infrastructure that makes high-volume support manageable, and the documentation that makes it repeatable. 𝗛𝗲𝗿𝗲'𝘀 𝘄𝗵𝗮𝘁 𝘄𝗼𝗿𝗸𝗶𝗻𝗴 𝘄𝗶𝘁𝗵 𝗺𝗲 𝗹𝗼𝗼𝗸𝘀 𝗹𝗶𝗸𝗲👇👇👇 🗂️ Tools I work with daily Zendesk · Freshdesk · Gorgias · HelpScout · Intercom · Front · Shopify · HubSpot · ClickUp · Notion · Linear · Asana · Slack · MS Teams · Google Workspace · Microsoft Excel · Zapier · Claude · ChatGPT · Gemini · Discord · Loom 🛒 E-Commerce & Customer Operations I've managed end-to-end Shopify operations covering order fulfillment, inventory forecasting, chargebacks, and dispute resolution across single-SKU DTC brands and multi-warehouse logistics environments like Portless and Dealersend. I know how back-end decisions ripple into the customer experience before the first complaint reaches the queue, which means I fix problems at the source rather than after they've already landed. 🎧 Customer Support, CX Strategy & CRM Proficient in Zendesk, Freshdesk, Gorgias, HelpScout, Intercom, and Front. I build support systems around SLA management, multi-channel escalation, ticket routing, and quality audits. Whether you're running a lean two-person team or scaling to handle thousands of daily interactions, the system I set up grows with you, not against you. 🤖 AI & Automation I use Claude, ChatGPT, Gemini, and Zapier to automate repetitive workflows, reduce manual ticket handling, and surface insights from your support data. The goal isn't to replace the human touch. It's to protect it by making sure your team spends time on the interactions that actually need a person. 🔧 Technical Support & Documentation With a foundation in HTML, PHP, C#, and IT analysis, I bridge the gap between your support queue and your engineering team. I write SOPs clear enough for a new hire on day one, escalate bugs with enough context that developers don't need follow-up questions, and resolve technical issues before they become patterns in your reviews. 𝗪𝗵𝗼 𝗜 𝘄𝗼𝗿𝗸 𝗯𝗲𝘀𝘁 𝘄𝗶𝘁𝗵 E-commerce founders and operations managers who are past the "figure it out as we go" stage and need someone who can own the support function, not just fill a seat in it. SaaS companies that want a support specialist who understands the product layer, not just the ticket layer. Teams that value clear documentation, honest communication, and a bias toward fixing the root cause instead of patching the symptom. 𝗪𝗵𝗮𝘁 𝘆𝗼𝘂 𝗰𝗮𝗻 𝗲𝘅𝗽𝗲𝗰𝘁 Tickets handled with care and speed. Escalations that come with context, not just a forwarded email. SOPs written clearly enough that you never have to explain the same process twice. A support operation that runs well even when you're not watching it. Most clients see a measurable drop in ticket volume or resolution time within the first 30 days. If you have a specific backlog, a broken workflow, or a support system held together with duct tape, send me a message with the details. I'll respond with a concrete plan, not a pitch deck.

I’m a dedicated Customer Support and Customer Success professional with over 15 years of experience helping customers and businesses build positive, lasting relationships. My background spans telecommunications, e-commerce, online marketplaces, education, and retail, where I’ve provided support through email, chat, and ticketing systems, resolving inquiries, billing concerns, technical issues, refunds, order management, and account-related requests. I’m experienced with tools such as Zendesk, Shopify, Help Scout, Hiver, Gmail, Slack, Notion, and various CRM and helpdesk platforms, allowing me to efficiently manage customer interactions and ensure timely resolutions. Beyond support, I bring experience in customer success, service recovery, and conflict resolution, working closely with customers, teams, and stakeholders to find solutions that create positive outcomes. As a former Knowledge Coach, I’ve also trained and mentored team members, conducted quality reviews, and helped improve processes and customer experiences. I thrive in fast-paced remote environments and am known for my empathy, strong communication skills, attention to detail, and commitment to delivering outstanding customer experiences. My goal is always to make customers feel heard, supported, and valued while helping businesses maintain high levels of satisfaction and trust.

I am a reliable and highly responsive Customer Support Specialist with 3+ years of hands-on experience in the competitive gaming retail industry. I spent over three years at Loads/CDKey, a leading digital marketplace for game keys, CD keys, and gaming products, where I helped hundreds of customers every week enjoy smooth and hassle free purchases. My core strength lies in solving customer problems quickly and effectively. Whether it’s a failed code redemption, activation issues, order discrepancies, refund requests, or any game-related technical difficulty, I focus on delivering fast, clear, and accurate solutions. I take pride in turning frustrated customers into satisfied ones by combining empathy with technical knowledge and strong problem solving skills. I am proficient in using Zendesk for efficient ticket management, Magento for order verification and account handling, and Slack for smooth internal team communication. This combination allows me to resolve issues at the first point of contact whenever possible while maintaining excellent record keeping and follow ups. Throughout my tenure, I consistently maintained high Trustpilot ratings by prioritizing customer satisfaction, transparent communication, and fair refund processing according to company policies. I thrive in fast-paced environments and have developed the ability to handle high ticket volumes without compromising quality or response time. I am passionate about delivering exceptional customer experiences in the e-commerce and gaming space. My goal is always to build trust, protect the brand reputation, and ensure every customer feels valued. Now available for freelance opportunities, I am ready to support your business with professional, reliable, and proactive customer support. Whether you need help managing tickets, handling refunds, troubleshooting technical issues, or improving overall customer satisfaction metrics. I can deliver results from day one. Let’s work together to keep your customers happy and your business growing!