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I’m an experienced Customer Service Professional with a background in team leadership, ticketing, and email/chat support. Over the years, I’ve helped businesses deliver smooth, reliable, and friendly customer experiences—while keeping operations organized and efficient. 📌 What I bring to the table: 5+ years in customer service & support (phone, email, chat, ticketing) Proven team leader experience—training, mentoring, and motivating support teams Strong technical background (IT graduate) for handling tools, systems, and troubleshooting Skilled in multitasking, problem-solving, and keeping customers happy (even the tough ones 👀) ⚡ Why work with me? I combine the people skills of a customer support pro with the technical know-how of an IT graduate, meaning I can adapt quickly to tools, workflows, and unique client needs. Whether it’s resolving tickets, leading a team, or making customers feel valued—I’ve got you covered.

Customer Support Specialist for SaaS & Fintech | E-Commerce | CRM | Email Support | Live Chat | Ticket Management | Freshdesk, Zendesk, HubSpot, Intercom When customers submit a ticket, send an email, or open live chat, they expect a fast, clear response, not delays, missed follow-ups, or incomplete answers. I help SaaS, Fintech & E-Commerce teams keep their support operations organized, responsive, and reliable every day. I provide daily customer support coverage, managing shared inboxes, responding to customer emails and live chats, handling ticket queues, and maintaining accurate CRM records so every request is tracked, resolved, and documented properly. As an award-winning Customer Support expert, I’m experienced in high-volume, high-accuracy environments where response time, confidentiality, and precise documentation are essential. How I Support SaaS, Fintech & E-Commerce Teams as a Customer Support Expert: ◆ Responding to customer emails, support tickets, and live chat inquiries ◆ Managing shared inboxes and helpdesk queues to keep response times within SLA ◆ Logging interactions and updating CRM and customer records ◆ Handling account inquiries, onboarding questions, and general product support ◆ Escalating technical or billing issues to the appropriate teams ◆ Tracking unresolved issues and sending follow-ups until resolution ◆ Maintaining organized internal notes and documentation for support teams ◆ Communicating with internal teams via Slack or project management tools Helpdesk, CRM & Collaboration Tools I Work With: Zendesk Freshdesk Intercom Crisp Shopify HubSpot Gmail and Outlook Google Workspace Slack Zoom Trello, Asana, ClickUp, and Notion Zapier What You Can Expect: ✔ Fast, professional responses that match your brand voice ✔ Organized ticket queues and clear internal documentation ✔ Consistent follow-ups so customers are never left waiting ✔ Reliable daily support coverage and communication ✔ Careful handling of customer data and sensitive information Availability: Full-time support; Monday-Saturday EST / CST / PST business hours. I'm available to start immediately. If you need someone to handle customer emails, manage ticket queues, respond to live chat, and keep your support workflow organized, I’m available to support your team. Send me a message or invite me to your job and let me know: ▶Which helpdesk platform you use ▶Your average daily ticket volume ▶The hours you need coverage I respond immediately.

I am an IT Support and Helpdesk Specialist experienced in supporting end users, B2B clients, SaaS customers, e-commerce businesses, and remote teams across different time zones. I can manage day-to-day IT support tasks, respond to user requests, triage and update tickets, monitor systems and alerts, troubleshoot technical issues, manage patching activities, and maintain ownership through resolution or escalation. My support experience includes: • Microsoft 365, Outlook, Teams, SharePoint, and OneDrive • Exchange Online, Entra ID, MFA, user accounts, and permissions • Google Workspace, Server Support • Windows, printers, VoIP, VPN, DNS, DHCP, and connectivity issues • User onboarding, offboarding, and access management • Ticket triage, queue management, system monitoring, and escalation • Endpoint monitoring, patching, security alerts, and application approvals • Remote end-user support through phone, email, and remote sessions • SaaS onboarding, account setup, product guidance, and troubleshooting • Customer service through email, live chat, and phone • SOPs, ticket notes, knowledge-base articles, and documentation I have worked across MSP, SaaS, e-commerce, and technical support environments, using PSA, RMM, security tools, backup tools, documentation, CRM, and communication platforms. These include ConnectWise, Autotask, NinjaOne, N-able, Datto RMM, IT Glue, Hudu, ThreatLocker, Huntress, SentinelOne, Proofpoint, Zendesk, Freshdesk, HubSpot, TeamViewer, 3CX, RingCentral, Airtable, Scribe, and other related tools. I am comfortable working independently, following support procedures, communicating clearly with technical and non-technical users, and stepping into related customer service or operational responsibilities when needed. I am available for long-term, part-time, or full-time remote IT, SaaS, and customer-support work.

SECTIONS: ABOUT - FIXED FEE PROPOSAL - ABOUT: I 'm an Internet Entrepreneur, JD (Juris Doctor), LLM (Master of Laws in International and Comparative Law), Trademark Research and Branding Specialist and Trademark Registration Project Manager with more than 15 years of experience in the field of trademarks. I guide and I am part of a small team of professional trademark research and branding specialists, attorneys, and other IP professionals with the passion for helping start-ups and entrepreneurs take-off smoothly with their brands/trademarks. By hundreds of reviews, I am a 5-star, constantly-rated professional on other platforms, and I trust myself to get same results providing my expertise here on Upwork.com. Through my work, and my team, I help businesses (small and large) to clear their trademarks to avoid infringement problems through professionally performed trademark availability searches, and guide them to protect their brands through trademark registration, maintenance, and management services in the U.S.A, the E.U. and around the world. We also handle cybersquatting cases, also known as domain name disputes, or U.D.P.R. disputes on behalf of trademark owners who are suffering an infringement because a domain name identical or similar to their trademark has been acquired by others in bad faith with the intent of profiting from the hard-gained good reputation of the trademark or for other reasons. - FIXED FEE PROPOSAL: In addition to our hourly rates, AND TO AVOID BILLABLE HOURS, we offer the Application for U.S. Federal Trademark Registration service, through a Licensed Attorney, at a fixed fee of $740 ($699 for first time filers). This package includes an highly professional Trademark Availability Search. We also offer a package including the Application for EUIPO (27 countries) Trademark Registration AND a related Trademark Availability search to avoid infringement problems also with sound-like trademarks for the fixed fee of $740 ($699 for first time filers). The fixed fees are applied regardless of the number of classes/categories of products and/or services we have to work on. Same fixed rates are usually applied for applications for trademark registration in other countries. In alternative to the hourly charge, for the handling of National and International Domain Name Disputes before the World Intellectual Property Organization, we offer a flat-fee service for the amount of $2700 (this charge does not include W.I.P.O. arbitration panel fees). Please request more details about the flat-fee schedule if interested. Wishing you great success in all your endeavors, I trust to hear from you soon. Regards, Andrea Pennacchia

Let go of the menial stuff that's holding you back. As your Administrative Virtual Assistant, I'm adaptable to changing demands, quick to learn, and skilled at multi-tasking while maintaining high work quality standards! Here's what I can offer: ⚡ List building ⚡Contact info building ⚡Data Mining ⚡Data Conversion ⚡Data Extraction ⚡Data Collection ⚡ Microsoft Excel ⚡Spreadsheet Management ⚡Web research ⚡Product Comparisons ⚡Categorizations (Fashion/Professions) ⚡Notion ⚡Data Entry ⚡Data verification ⚡Data organizing ⚡Data cleansing ⚡Lead Generation ⚡PDF to Excel Sheet ⚡Creating Google Sheets ⚡Google form ⚡Notion ⚡Microsoft Office tools ⚡Email List Generation ⚡Lead List Building ⚡Prospect List Building ⚡LinkedIn Researcher ⚡Database Building ⚡Cold Calling/Telemarketing ⚡Email Support ⚡Chat Support ⚡Phone Support ⚡Scriptwriting for Customer Services ⚡Social Media Chatter (OF and IG) ⚡Scheduling & Organizing ⚡Proficient in using Zendesk (for your Cx support needs) ⚡Admin Panel for a French coupon software ⚡Tableau/RMMonitor ⚡Jira by Atlassian ⚡ServiceNow (SNOW tickets) ⚡vNext Microsoft Console ⚡Power BI ⚡NetSuite [Receiving purchase orders, etc] ⚡Order Review - Fraud Analyst My work is distinguished by dedication to detail, along with a high level of flexibility, ease of learning, and multitasking capability. I am enthusiastic, reliable, and dedicated when it comes to helping customers. Skilled in communicating via phone, chat and email as I've worked as a Customer Support and in hospitality industry. I stick to deadlines and create realistic goals allowing me to only make promises I can keep. I'm a team player who can also steer the ship if necessary. I look forward to partnering with you to provide outstanding customer service! I'm always keen to learn how to use any tools that gets the job done well. If you're curious as to how I can support you to focus on other vital aspects of your work or business, let's talk! *wink*

🎥 Watch My New Video On Side Bar As a DM expert, I specialized in following areas - ✦ SEO Specialist - Technical SEO, Onpage & Offpage SEO, Local SEO, Youtube SEO ✦ AI SEO - AEO, GEO, Smart SEO strategies, Entity Optimization,FAQ, Schema Optimization ✦ Social Media Manager - Content Creator, Content Calendar, Social Media Strategist ✦ Social Media Marketing - Ad Setup, Ad Management, Meta ads, Marketing Strategy ✦ Google Ads - PPC, Google Merchant, Banner Ads, Adevertisment My 15 years+ sucessful long journey indiacates that I much qualified candidate. 🚀 I specialize in helping businesses grow through strategic SEO and impactful social media marketing. From startups to established brands. I always design the strategy differently based on the client's niche, social media present performance, business objectives, etc. I create a detailed content strategy, prepare the calendar in advance for approval, and ensure consistent posting with performance tracking. I provide specific suggestions to my clients based on their social details. ✅ 𝐖𝐡𝐚𝐭 𝐈 𝐃𝐨 𝐚𝐬 𝐚 𝐒𝐞𝐧𝐢𝐨𝐫 𝐒𝐄𝐎 𝐄𝐱𝐩𝐞𝐫𝐭: - Create smart SEO strategies (AI + SEO) - Website audit & fix technical issues - Find the best keywords and study your competitors - Technical Onpage optimization - Build high-quality backlinks - Perform Local SEO + Nap + Citation + Schema + GMB - Google Search Console & GA4 Solutions - Humanized and AI content writing - Wordpress, WIX & Ecommerce CMS optimization - Product Listing & optimization - Improve website content and structure for better visibility - Stay ahead of Google updates, SEO & AI trends And many more.. Along with this my clients always consider me when they want to try something new to get quality results in e-commerce & WordPress websites. I Take Full Responsibility for My Clients' Growth In last 2-3 years, I have refined my SEO approaches completely. Now I started focusing on Generative Engine Optimization GEO, Answer Engine Optimization AEO guidelines, schema markup, conversational content, search intent mapping, topical authority building & AI supported research to improve chances to rank on AI searches & AI platforms. This way I have mastry to rank website on Google ranking & AI ranking . I stands out strong with Positive Client Reviews, Testimonials, Portfolios, and Marketing Certificates. All Clients trust on me for all the assigned duties, quality work, value for money, timely execution, right guidance & 24*7 support. I bring both strategy and execution to the table with full dedication. 𝐓𝐨𝐨𝐥𝐬 𝐈 𝐮𝐬𝐞 𝐦𝐨𝐬𝐭 𝐭𝐡𝐞𝐬𝐞 𝐝𝐚𝐲𝐬 – ● Website Audit Tools - SE Ranking, SEMrush, Moz ● Technical SEO Tools - PageSpeed Insights, Screaming Frog, SurferSEO, Jasper ● Keyword Research Tools - Google keyword planner, SEMrush ● Off-page – SEMrush, Ahref ● Outreach - BuzzStream, Pitchbox ● AI - Veo3, Flow, Gemini, ChatGPT-5, Hygen, Nano Banana, Runway Gen-3, Pika Labs ● Voice Cloning - ElevenLabs 𝐋𝐞𝐭’𝐬 𝐓𝐚𝐥𝐤 𝐆𝐫𝐨𝐰𝐭𝐡—𝐅𝐨𝐫 𝐅𝐫𝐞𝐞 Ready to stop leaving revenue on the table? Book a free consultation with me today. Together, we’ll audit your current strategy, uncover missed opportunities, and create a tailored roadmap to achieve your goals.