Hire the Best Quality of Service (Q-oS) Specialists

Need a calm, reliable Technical & Customer Support expert who can handle frustrated customers, fix IT issues fast, and respond in <2 hours? I help businesses maintain smooth systems and happy users via chat, email, or remote support. I'm a Top Rated Plus Support Specialist with 5+ years of experience in handling technical support, customer queries, and remote helpdesk tasks for SaaS platforms, eCommerce stores, and IT firms. ✅ My Core Services Include: Technical Support: Troubleshooting, Windows issues, VPN, printer setups, remote desktop (TeamViewer, AnyDesk) Customer Support: Live chat, email, ticketing (Zendesk, Freshdesk, Gorgias) Helpdesk Tools: CRM management (Zoho, HubSpot, Salesforce), SLA tracking, issue resolution IT Helpdesk: Password resets, account setup, software installation, network support Soft Skills: Empathy-driven communication, multitasking under pressure, detail-oriented ticket notes 💬 What Sets Me Apart: ⭐ 100% Job Success Score (1000+ hours billed on Upwork) 💼 30K+ in earnings with long-term client relationships ⏰ Super responsive (within 1–2 hours, always) 🌍 Fluent English with great listening skills I don't just “answer tickets”—I retain your customers, solve tech problems fast, and represent your brand professionally. Let’s connect and discuss how I can bring calm, clarity, and competence to your support operations.

Tickets piling up? Customers waiting too long? Sales slipping through the cracks? I'm the person businesses bring in to fix that — and keep it fixed. 10+ years of experience delivering IT support, dispatch, sales, and customer service for U.S., Australian, German, Israeli, New Zealand, and Singaporean companies, with a consistent 5.0-star track record across every role. I adapt quickly, require minimal training, and take ownership from day one. 💻 IT Service Desk / MSP Dispatcher Ticket triage, SLA monitoring, and technician scheduling using ConnectWise Manage, IT Glue, Datto RMM, and CIPP — plus full Microsoft 365 admin (Azure/Entra ID, Exchange Online, Teams). I keep service boards moving and SLAs on track. 🔧 HVAC Customer Service & Dispatch End-to-end client support via phone, email, and chat — scheduling, permit processing, home warranty coordination (American Home Shield, First American, Cinch, and more), work orders, and payment processing in Housecall Pro. 📞 Sales & CRM Lead qualification, inbound/outbound calls, quote assistance, and upselling — with a track record of turning conversations into closed business and repeat customers. 📋 Virtual Assistant Calendar and inbox management, data entry, scheduling, and coordination across Google Workspace, Microsoft Office, and Teams/Zoom — the behind-the-scenes support that keeps your day running. 🛒 eCommerce & Social Media Shopify and WooCommerce store management, order/return processing, HubSpot/GoHighLevel/Freshdesk, plus social content creation, scheduling, and influencer outreach across Facebook, Instagram, TikTok, and LinkedIn. Clients describe me as reliable, detail-oriented, and easy to work with under pressure — someone who figures things out instead of asking for hand-holding. If you need someone who can step in and make an immediate impact, let's talk.

Hi, I'm Sheen — a highly motivated and self-driven professional with over 12+ years of experience in customer service, technical support, and remote IT assistance. I deliver reliable, efficient support across multiple channels, including chat, email, and voice, with hands-on expertise in remote desktop services, virtual desktop and apps, and Windows-based systems. My background spans a variety of roles, including customer support, IT helpdesk (both remote and onsite), dispatch coordination, and e-commerce virtual assistance. I’ve successfully handled tasks such as manual order processing, product tracking, customer inquiries, refunds and cancellations, email management, documentation, and general VA support. I’m known for being adaptable, detail-oriented, and committed to delivering high-quality work — even under pressure. I value clear communication, trust, and continuous learning, and I'm always eager to take on new tools and platforms to better support and grow your business.

Results-Driven Technical Support & Customer Operations Specialist with over 10 years of experience, including 6+ years in IT support, infrastructure, and networking. Currently managing L1/L2 multi-channel technical and e-commerce operations at Huawei Technologies across 15+ MEA countries — successfully resolving 29,000+ cases with a 90%+ CSAT rating and earning the Huawei Excellent Individual Award (2024). Expert in comprehensive troubleshooting for consumer electronics, networking hardware, and e-commerce workflows (including Vmall order tracking and returns), backed by a strong technical foundation in enterprise networking, SAP ERP administration, and modern support platforms like Zendesk and Shopify. Operating in a flexible remote environment with exceptional availability and responsiveness across different time zones. Languages: Arabic (Native), English (Fluent) Core Expertise & Technical Skills: - IT Infrastructure & Networking: Routers, Switches, Firewalls, IDS/IPS, VPN, DNS/DHCP, TCP/IP - E-commerce & Support Platforms: Shopify, Zendesk, LiveChat, Vmall Operations - Enterprise Systems: SAP ERP Administration - Customer Operations & Care: Multi-channel support (WhatsApp, Live Chat, Slack, Email), complex technical escalations, return/refund authorizations, and SLA compliance - Device & Application Support: Consumer electronics (smartphones, laptops, tablets, routers, wearables, audio devices), AppGallery services, and Huawei ID/account management Tools & Platforms: - Support & Ticketing: Zendesk, CC Desk, LiveChat, WhatsApp Business, Slack, Email - E-commerce & Inventory: Shopify, Vmall, Google Sheets - Enterprise & Networking Tools: SAP ERP, network security and routing configurations

40+ Hours Available Per Week Top Rated Plus full-time freelancer Manual QA with over 8+ years of experience in Software Quality Assurance, specializing in manual testing, functional and regression testing, cross-platform mobile and web application testing, API testing, workflow validation, and SaaS application QA. Extensive experience testing AI Voice & Chat Assistant platforms including Retell, Bland, Vapi, Wishpond AI, Senior Care AI, and more, along with marketplaces, booking systems, and enterprise applications. As a Top-Rated Plus freelancer on Upwork, I have delivered QA services to clients worldwide, backed by 250+ 5-star ratings ⭐, and tested 310+ mobile apps and 120+ web applications, collaborating with organizations like UNICEF and brands I test applications across all types of network conditions, including 3G, 4G, and 5G, as well as high-speed connections (1Gbps) and low-speed scenarios down to kilobits per second (kbps), ensuring optimal performance and usability under real-world conditions. Key Achievements: 🏆 Top Rated Plus freelancer with 8+ years of professional QA experience ⭐ 225+ 5-star reviews from satisfied clients 📌 300+ Upwork projects successfully completed 🤖 10+ AI Voice & Chat Assistant platforms tested (Retell, Bland, Vapi, Wishpond AI, Senior Care AI, etc.) 🚀 Tested and launched 70+ startup products successfully to the store ⏰ Worked over 27,300+ hours on Upwork. 📱 Android: Samsung Galaxy S24 Ultra, Samsung Galaxy S21 Plus, Poco X4, RealMe GT Master Edition, OnePlus 9, OnePlus 8T, Samsung A18 📱 iOS: iPhone 16 Pro Max, iPhone 14 Pro Max, iPhone 14 Plus,iPhone 15 Plus, iPhone 13 Pro Max, iPhone 11, iPhone XR 💻 Desktop: MacBook Air, HP Pavilion X360, RealMe Book, Lenovo ThinkPad, Samsung Galaxy Book 4 & 5 Manual QA Skills: • AI Model Performance Testing • AI Agent Functional & Usability Testing • Conversational AI & Chatbot Testing • Requirement Analysis • Test Case Design & Execution • Defect Reporting & Management • SEO Testing • Functional Testing • End-to-End Testing • Integration Testing • Exploratory Testing • PWA Testing (Progressive Web App Validation) • Reverse Testing – Test with Invalid/Unexpected inputs to ensure robust error handling & stability • Regression Testing • Cross-Browser Testing • Mobile App Testing (iOS & Android) • Usability Testing • UI/UX Testing • Payment Gateway Testing • System Testing & Acceptance Testing • API Testing (Postman, Swagger) • Performance Testing (Basic manual approach using tools) 🤖 AI Testing Expertise • AI Model Performance & Response Accuracy Validation • Conversational Flow, NLP Intent & Entity Testing • Voice Agent Quality Testing (ASR, TTS, Latency, Filler Word Detection) • Knowledge-Base and Prompt Flow QA • Context Retention & Session Continuity Testing • Multi-Agent Coordination and Voice Call Testing • Real-World AI App Testing (Retell, Bland, Vapi, ElevenLabs, Play.ht, Wishpond AI, Senior Care AI) Tools & Platforms: • Bug Tracking & Management: JIRA, Trello, Asana, Linear, ScribeHow • Collaboration & Reporting: Google Sheets, Notion, Slack • Testing Platforms: BrowserStack, physical devices • Performance & Analytics Tools: GTmetrix, SimilarWeb • Documentation: Test Plans, Test Cases, Checklists, FRS, User Manuals Domains Expertise: • eCommerce (Shopify, WooCommerce) • SaaS Applications • Healthcare • Mobile Applications • Insurance • Banking & Financial Services • Gaming • Point of Sale (POS) • ERP Systems • OpenAI Integration With a strong commitment to delivering error-free, high-performing software, I aim to exceed quality expectations and provide products that users love. I am available for flexible timings across any time zone and dedicated to helping you bring your software to the highest standards of performance and user satisfaction. Why Choose Me? ✔️ Proven expertise in Manual QA testing ✔️ Comprehensive experience across web and mobile platforms ✔️ Skilled in test documentation, ensuring a structured and repeatable testing process ✔️ Ability to identify critical defects and edge cases ✔️ Adaptable to both Agile and Waterfall methodologies ✔️ Flexible work hours to meet your project needs ✔️ Expert in crawling websites to ensure flawless functionality and SEO perfection -------------------------------------------------------------------------------------------------------- Related Keywords: Manual Testing, API Testing, Web Testing, Mobile App Testing, Regression Testing, Cross-Browser Testing, Test Case Design, Jira, UI/UX Testing, End-to-End Testing, Functional Testing, Bug Reports, Quality Assurance, iOS Testing, Android Testing, Test Plan, Usability Testing, User Testing, Software Testing, Manual QA, AI Testing, Chatbot Testing, Voice AI Testing, NLP Testing, Mobile App QA, Conversational AI, AI Model Evaluation, Reverse Testing, PWA Testing, Progressive Web App Validation, AI Apps Testing, Progressive Web Application, OpenAI, AI Apps, ChatGPT, Sora, Gemini, Generative AI, Chatbot

Hey there! I started my digital workspace journey back in 2015 as a tech-focused translator, but quickly expanded into full-time virtual assistance, customer support, and operations management. Over the last 10 years, I’ve built a bulletproof, fully redundant home office setup with backup systems and dual internet lines specifically so infrastructure is never a bottleneck. I’ve spent more than a decade mastering platforms like Notion to build custom workflows and keeping operations running seamlessly without needing hand-holding. Every single role I’ve taken on has naturally evolved from handling daily tasks into becoming the reliable right hand to the business owner or manager. I dive deep into operational efficiency, weed out friction, and take genuine ownership of the daily grind so you can focus entirely on scaling. Think of me as the kind of person you can hand the keys of your shop to, walk away, and completely forget about it.