Hire the Best ServiceChannel Specialists

Customer support platforms get messy fast. Bad ticket routing, no automation, agents answering the same questions 50 times a day. I fix that. Zendesk, Intercom, and Gorgias specialist. 16 years in support operations and 500+ helpdesk implementations shipped. Founder of Smart Instinct (Zendesk Advanced Tier Partner, Gorgias Solutions Partner, Intercom Solution Partner) and the senior consultant on every engagement. Recent clients: SF Marathon (56% chat deflection on Zendesk), StraighterLine (online education, 150,000+ learners), Blockchain (crypto platform), ThighPro, and Genesis Digital (Intercom + custom Discord). I first ran support teams for ecommerce and SaaS companies, then moved into platform implementation full-time. That background matters because I have sat in the chair your agents sit in. I build systems for how your team actually works, not how a vendor's demo makes it look. What I do Zendesk, Intercom, and Gorgias implementation and migration. Full implementations and configurations for Zendesk, Intercom, Gorgias, Freshdesk, Freshservice, Help Scout, Helpshift, Tidio, RingCentral, and Aircall. Data migrations between platforms, multi-channel integration across email, chat, SMS, and social, and clean handoffs with documentation your team can actually use. Workflow automation and ticket routing. Custom automation rules, smart ticket routing, SLA management, escalation workflows, macro and template libraries, and business rules built around your real support volume patterns, not generic templates. AI implementation and chatbot development. Set up and training for Zendesk AI, Intercom Fin, Gorgias AI Agent, and Pylon AI. Intent mapping, conversation design, brand voice tuning, and AI-enhanced routing that handles the repetitive stuff so your agents focus on the work that actually needs a human. Help center and self-service. Knowledge base builds, FAQ optimization, customer portal customization, and deflection rate improvement. A well-built help center is the cheapest ticket you've ever had to answer. Team training and ongoing support. Agent onboarding, platform training, process documentation, and retainer-based optimization for teams that want a long-term partner instead of a one-time contractor. Results clients see - 30-50% reduction in ticket volume through automation and self-service - Faster first response times from routing that actually routes correctly - Higher CSAT from workflows that stop making customers repeat themselves - Less agent burnout because the system handles what the system should handle - Reporting visibility that finally tells leadership something useful How I work One-time projects like migrations, new platform setups, and optimization audits. Ongoing retainers. Emergency troubleshooting when something breaks, and you need it fixed today. To get started If your support platform feels like it is working against you instead of for you, send me a message with what you are dealing with. I will tell you honestly whether I can help and what it would take.

I've spent 3,789 hours and 24+ months as a Tier 2 Customer Support Specialist for a fintech platform (Atlas), maintaining a 5.0 rating while handling escalations, KYC verification, payment disputes, and account issues under SLA pressure. That client relationship alone earned $26,000+, a track record of consistency clients can check for themselves. Before that, I supported customers and drivers on a global mobility platform (inDrive) and a major food delivery marketplace (Uber Eats), handling KYC checks, fare and payment disputes, refunds, and account troubleshooting across phone, email, and chat. Always maintaining accurate CRM documentation. I'm comfortable working independently across Zendesk, Salesforce, Intercom, and Freshdesk, and I pick up new tools and internal processes quickly. Clients don't need to hand-hold me through onboarding. I document as I go and keep tickets moving without dropping SLA. Core strengths: - Tier 2 escalations & complex issue resolution - KYC verification, payment disputes, account investigations - Zendesk, Salesforce, Intercom, Freshdesk - Clear written and verbal communication under pressure - Fast onboarding, minimal supervision needed If you need someone who can walk into your support queue and start resolving real tickets, not just answer FAQs, let's talk.

Relevant Experience (Off-Upwork) - Revenue Operations, Sales Operations, CRM Administration, Reporting, and Process Optimization Specialist with 8+ years of experience supporting revenue-generating teams across SaaS and technology organizations. I help companies streamline revenue operations, improve data quality, optimize business processes, and provide actionable reporting that enables better decision-making. My experience spans Revenue Operations, Sales Operations, Renewals, Deal Desk, Order Management, CRM Administration, and Customer Operations. Most recently, I support a Revenue Operations team in a remote contract role, where I manage operational requests across GTM systems, build and maintain dashboards and reports, support CRM and system administration activities, analyze operational data, and assist with process improvement initiatives. I also manage user onboarding and access provisioning for revenue technology platforms, including LeanData and other sales and operations tools, ensuring teams have the appropriate system access and support needed to operate efficiently. Throughout my career, I have partnered closely with Sales, Customer Success, Finance, and Operations teams to manage contract renewals, pricing and quoting processes, CRM maintenance, reporting, workflow improvements, and customer-facing operational activities. Core Expertise: • Revenue Operations (RevOps) • Sales Operations • CRM Administration • Salesforce & Salesforce CPQ • Microsoft Dynamics • LeanData Administration • Dashboard & Report Development • Data Analysis & Data Quality Management • Contract Renewals • Quoting & Pricing Support • Deal Desk Operations • Order Management • Process Documentation & Optimization • User Onboarding & Access Management • Cross-Functional Stakeholder Management Tools & Platforms: Salesforce, Salesforce CPQ, LeanData, Microsoft Dynamics, Oracle, NetSuite, Microsoft Excel, Google Workspace, ChatGPT, and business reporting tools. I am known for being highly organized, detail-oriented, dependable, and capable of working independently in remote environments while maintaining strong communication with stakeholders across multiple functions and time zones.

Custom CRM and business software for trade contractors, plus API integration that wires it to the tools you already pay for. One web application you own instead of the 5+ SaaS subscriptions you're renting. Solar, HVAC, plumbing, roofing, electrical. Lead to dispatch to contract to invoice in one place. 25+ production applications delivered, and a Job Success Score that read 100% for as long as it was displayed. 𝗪𝗛𝗘𝗥𝗘 𝗧𝗛𝗘 𝗝𝗢𝗕 𝗚𝗘𝗧𝗦 𝗦𝗧𝗨𝗖𝗞 ServiceTitan for dispatch. Jobber for scheduling. QuickBooks for invoicing. DocuSign for contracts. CompanyCam for photos. None of them were built to talk to each other, so you become the integration layer. You retype the same job into 3 systems by hand, and the bill climbs every time you add a crew member. 🏆 "It was great working with Altafur. A skilled developer who wants to make sure he understands exactly what you want." - A TikTok and YouTube Shorts import script. 4.9 stars, endorsed Collaborative and Clear Communicator. 𝗪𝗛𝗔𝗧 𝗜 𝗕𝗨𝗜𝗟𝗗 𝗙𝗢𝗥 𝗖𝗢𝗡𝗧𝗥𝗔𝗖𝗧𝗢𝗥𝗦 ✔️ A Custom CRM You Own Outright Leads, scheduling, quoting, contracts, invoicing, and payments in one web application, multi tenant from day one. No per seat fees. ✔️ One Dashboard Over the Tools You Already Pay For Jobber, ServiceTitan, HouseCall Pro, ServiceFusion, QuickBooks, DocuSign, ShipStation, and CompanyCam wired together through their APIs. ✔️ AI Agents and Automation That Do Real Work LangChain and the OpenAI API for support automation, plus a 5 star build that put an AI assistant on a client's Facebook and Instagram. ✔️ Field Tools That Work Where the Crew Stands Time tracking with optional GPS against project budgets, photo capture, and e-signature on a phone. ✔️ Purchasing and Vendor Money Purchase orders with partial receiving, matched against vendor invoices. Job cost stops being a guess you settle at the end of the month. 𝗪𝗛𝗔𝗧 𝗜𝗧'𝗦 𝗕𝗨𝗜𝗟𝗧 𝗢𝗡 → Backend: PHP, Laravel, Python, Django, Node.js, MySQL, PostgreSQL, REST APIs, webhooks, OAuth → Frontend: JavaScript, TypeScript, React, Next.js, Tailwind, HTML5, CSS → Cloud and AI: AWS, Supabase, Firebase, Algolia, OpenAI API, LangChain, AI agents, chatbots → Money and documents: Stripe, PayPal, QuickBooks, DocuSign, Dropbox Sign 𝗧𝗛𝗘 𝗙𝗨𝗟𝗟 𝗕𝗨𝗜𝗟𝗗: 𝗛𝗨𝗗𝗦𝗢𝗡𝗪𝗢𝗥𝗞𝗦 🏆 A Multi Tenant Field Service Platform, Live and Billing Runs a contractor's whole job lifecycle: lead intake, design review, contract, permitting, PTO. Each trade gets its own pipeline, so a solar install and an HVAC service call move on their own rules inside one system. → Proposal to contract to invoice in one click, with e-signature through Dropbox Sign: the contractor signs first and it forwards to the customer automatically. → Per tenant scoping on every module, Company ID plus Google SSO sign in, tenant scoped search on Algolia, and contract and photo storage on AWS S3. → Result: a live product billing flat 800 and 1,600 USD monthly plans with no per seat fees. Also on Laravel: Loopy Loyalty, stamp cards for Apple and Google Wallet. CRATEWORKS, a fine art delivery portal. 𝗪𝗛𝗬 𝗖𝗢𝗡𝗧𝗥𝗔𝗖𝗧𝗢𝗥𝗦 𝗞𝗘𝗘𝗣 𝗠𝗘 🎯 Someone who keeps asking until the requirement is clear. It's what clients repeat in reviews, and it's cheaper than building the wrong module twice. ⚡ Backend, frontend, and the API work between them, from one person. Nothing falls between 2 contractors. 💡 A summer inside the OWASP Foundation through Google Summer of Code 2024, where secure defaults were the deliverable. Security isn't a phase at the end here. 𝗪𝗛𝗔𝗧'𝗦 𝗬𝗢𝗨𝗥𝗦 𝗪𝗛𝗘𝗡 𝗜𝗧'𝗦 𝗗𝗢𝗡𝗘 ✅ The code and the database in your repo, under your accounts. No per seat billing on a system you paid to build. ✅ A live platform I built that you can click through before you commit a dollar. Ask and I'll send it. ✅ 30+ hours a week, open to contract to hire, and an average first reply under 4 hours. 𝗪𝗛𝗢 𝗜 𝗕𝗨𝗜𝗟𝗗 𝗧𝗛𝗜𝗦 𝗙𝗢𝗥: Solar • HVAC • Plumbing • Electrical • Roofing • General Contracting • Field Service SaaS 𝗣𝗜𝗖𝗞 𝗢𝗡𝗘 𝗝𝗢𝗕 𝗔𝗡𝗗 𝗪𝗔𝗟𝗞 𝗠𝗘 𝗧𝗛𝗥𝗢𝗨𝗚𝗛 𝗜𝗧 Tell me the tools you're paying for and one job you'd like to follow from lead to invoice. You'll get back where that job breaks, what the retyping costs you every month, and whether wiring up what you own beats building new.

I build and improve Zendesk, Intercom, Freshdesk, and the systems your support team relies on. I work with businesses setting up support from scratch, fixing an environment they’ve outgrown, or connecting customer service to the rest of their operations. I bring 15+ years of experience in CX operations, including 12+ years as an independent architect and developer. Before consulting, I spent 10 years at Upwork Global, progressing from phone support agent to CX Manager. I led five global client support teams, created the Executive Escalations team, rebuilt the QA team, and built a CX training team dedicated to empowering our agents. My work includes: • Zendesk, Intercom, and Freshdesk implementations, audits, migrations, and ongoing improvements • Custom apps and integrations connecting ERPs, databases, backend systems, CRMs, and project management tools, including Zoho, Salesforce, Jira, HubSpot, GoHighLevel, Monday, and ClickUp • AI agents, custom actions, action flows, advanced action flows, generative and standard operating procedures, dialogue flows, knowledge bases, and workflows with clear escalation paths • Routing, reporting, and process design that reduce repetitive work and prevent errors I start by shadowing a live agent to see how they use the system as it is. I then pull API data to review your tickets, events, comments, business rules, and metrics. Through data analysis, I gain a full understanding of the lifecycle of a support ticket by identifying every automation or agent action that touches it. I uncover both agent and customer behavior patterns. For one client, that analysis revealed that 30% of inbound volume came from customers following up on commitments agents hadn’t kept. For a telehealth project, I reduced escalations by 45% through process redesign and a custom Zendesk app that bridged fragmented internal and vendor systems with custom objects. I have cut handle time by 40% more than once through custom integrations. I created a backend system that achieved 94.5% patient identification accuracy through a tiered fallback system. If you’re planning a build or have a system that needs attention, send me a brief description of what you need and what’s getting in the way. I'll be glad to help!

🚀 𝗔𝗣𝗜 𝗜𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗶𝗼𝗻 | 𝗦𝗮𝗮𝗦 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁 | 𝗖𝘂𝘀𝘁𝗼𝗺 𝗖𝗥𝗠 | 𝗪𝗲𝗯 𝗔𝗽𝗽𝗹𝗶𝗰𝗮𝘁𝗶𝗼𝗻 | 𝗦𝘁𝗿𝗶𝗽𝗲 𝗔𝗣𝗜 | 𝗦𝗮𝗹𝗲𝘀𝗳𝗼𝗿𝗰𝗲 | 𝗤𝘂𝗶𝗰𝗸𝗕𝗼𝗼𝗸𝘀 𝗢𝗻𝗹𝗶𝗻𝗲 (𝗤𝗕𝗢) | 𝗫𝗲𝗿𝗼 𝗔𝗣𝗜 | 𝗖𝗹𝗶𝗻𝗶𝗸𝗼 Hi, I'm Suraj, an 𝗔𝗣𝗜 𝗜𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗶𝗼𝗻 𝗦𝗽𝗲𝗰𝗶𝗮𝗹𝗶𝘀𝘁 and 𝗦𝗮𝗮𝗦 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗲𝗿 with extensive experience building scalable web applications, custom CRM systems, payment integrations, and business automation solutions. I help startups, SaaS companies, healthcare providers, accounting firms, and growing businesses connect their software, automate workflows, and build secure, scalable applications using modern APIs and cloud technologies. Whether you need a custom SaaS platform, CRM, Stripe payment integration, accounting software integration, or third-party API development, I deliver reliable solutions tailored to your business goals. ✅ 𝗖𝗼𝗿𝗲 𝗦𝗸𝗶𝗹𝗹𝘀 & 𝗘𝘅𝗽𝗲𝗿𝘁𝗶𝘀𝗲 🔗 𝗔𝗣𝗜 𝗜𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗶𝗼𝗻 ✔ Custom REST API Development ✔ Third-Party API Integration ✔ Webhook Development ✔ API Authentication (OAuth 2.0, JWT) ✔ API Automation ✔ Data Synchronization ✔ Custom Middleware Development ✔ Secure API Communication ✔ System-to-System Integration 💻 𝗦𝗮𝗮𝗦 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁 ✔ Multi-Tenant SaaS Applications ✔ Subscription-Based Platforms ✔ User Authentication & Authorization ✔ Admin Dashboards ✔ Customer Portals ✔ Role-Based Access Control ✔ Scalable Backend Architecture ✔ SaaS Product Development 🏢 𝗖𝘂𝘀𝘁𝗼𝗺 𝗖𝗥𝗠 & 𝗪𝗲𝗯 𝗔𝗽𝗽𝗹𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁 ✔ Custom CRM Development ✔ Business Management Systems ✔ Lead Management ✔ Customer Management ✔ Appointment Scheduling Systems ✔ Inventory Management ✔ Reporting & Analytics Dashboards ✔ Workflow Automation ✔ Custom Business Portals 💳 𝗦𝘁𝗿𝗶𝗽𝗲 𝗔𝗣𝗜 & 𝗣𝗮𝘆𝗺𝗲𝗻𝘁 𝗦𝘆𝘀𝘁𝗲𝗺𝘀 ✔ Stripe API Integration ✔ Stripe Connect ✔ Stripe Checkout ✔ Stripe Subscriptions ✔ Payment Intents ✔ Marketplace Payments ✔ Invoice Automation ✔ Payment Gateway Integration ✔ Secure Payment Processing 📊 𝗔𝗰𝗰𝗼𝘂𝗻𝘁𝗶𝗻𝗴 & 𝗖𝗥𝗠 𝗜𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗶𝗼𝗻𝘀 ✔ QuickBooks Online (QBO) API ✔ Xero API Integration ✔ Salesforce API Integration ✔ CRM Data Synchronization ✔ Invoice & Customer Automation ✔ Financial Reporting Automation ✔ Accounting Workflow Integration 🏥 𝗖𝗹𝗶𝗻𝗶𝗸𝗼 𝗔𝗣𝗜 𝗜𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗶𝗼𝗻 ✔ Cliniko API Integration ✔ Appointment Synchronization ✔ Patient Data Automation ✔ Practitioner Scheduling ✔ Healthcare Workflow Automation ✔ Custom Healthcare Dashboards ✔ Third-Party Medical Software Integration 𝗧𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝗶𝗲𝘀 & 𝗧𝗼𝗼𝗹𝘀 𝗔𝗣𝗜 𝗜𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗶𝗼𝗻 • 𝗦𝗮𝗮𝗦 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁 • 𝗖𝘂𝘀𝘁𝗼𝗺 𝗖𝗥𝗠 • 𝗪𝗲𝗯 𝗔𝗽𝗽𝗹𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁 • 𝗦𝘁𝗿𝗶𝗽𝗲 𝗔𝗣𝗜 • 𝗦𝗮𝗹𝗲𝘀𝗳𝗼𝗿𝗰𝗲 • 𝗤𝘂𝗶𝗰𝗸𝗕𝗼𝗼𝗸𝘀 𝗢𝗻𝗹𝗶𝗻𝗲 (𝗤𝗕𝗢) • 𝗫𝗲𝗿𝗼 𝗔𝗣𝗜 • 𝗖𝗹𝗶𝗻𝗶𝗸𝗼 • 𝗥𝗘𝗦𝗧 𝗔𝗣𝗜 • 𝗪𝗲𝗯𝗵𝗼𝗼𝗸𝘀 • 𝗢𝗔𝘂𝘁𝗵 • 𝗝𝗦𝗢𝗡 • 𝗣𝗛𝗣 • 𝗟𝗮𝗿𝗮𝘃𝗲𝗹 • 𝗠𝘆𝗦𝗤𝗟 𝗪𝗵𝘆 𝗖𝗹𝗶𝗲𝗻𝘁𝘀 𝗛𝗶𝗿𝗲 𝗠𝗲 ⭐ API Integration Expert ⭐ SaaS Application Developer ⭐ Custom CRM Specialist ⭐ Stripe Payment Integration Expert ⭐ Salesforce Integration Developer ⭐ QuickBooks Online (QBO) API Expert ⭐ Xero API Integration Specialist ⭐ Cliniko Integration Developer ⭐ Clean, Scalable & Secure Development ⭐ Reliable Communication & Long-Term Support If you're looking for an experienced developer to build custom SaaS applications, CRM systems, payment platforms, or integrate APIs like Stripe, Salesforce, Cliniko, QuickBooks Online, and Xero, I'd be happy to help. 📩 Let's build scalable software and powerful integrations that help your business grow.