Hire the Best Technical Support Specialists
in Australia

Hi there! I'm Lily, a Customer service professional with over 9 years of successful experience in technical and customer service. Keen to provide a satisfactory level of support and aim to always make the customer happy in each and every interaction. My Skills: • Zendesk • Formstack • Salesforce • Tech Setup (API, SSO, SMTP) • WordPress setting • Webhooks • SaaS Experience • Email Management • ServiceNow • BoldChat • MS Office 365 Work Experiences: Technical Support (YouCanBookMe) IT Technical Helpdesk (Information Technology company) Technical Support Tier 2 (Formstack) Sales Representative (Expedia) Sales Executive (Choice Hotels) Sales Chat Support (Xfinity) Billing and Tech Support (Verizon)

Great customer support doesn't end when a lead becomes a customer—it begins there. With multiple years of experience and 6,500+ hours on Upwork, I help SaaS companies, startups, and growing businesses deliver exceptional customer experiences that increase retention, improve customer satisfaction, and build long-term relationships. What I Bring ✅ Technical Support & Troubleshooting (HTML, CSS, MySQL, APIs, basic PHP & JavaScript) ✅ Email, Live Chat, Calls, Tickets, Forums, Social media platform support ✅ Customer Onboarding & Account Management ✅ Knowledge Base & Help Article Creation, Product documentation updates ✅ Product Testing (QA), Bug Reporting & Feature Feedback ✅ Team Training & Process Improvement ✅ Remote Support via TeamViewer, Google Meet, Zoom, etc. ✅ B2B & Enterprise Customer Support Enterprise Customers I've Supported I've provided support and product expertise to organizations including: • NASA • TeamViewer • KFC Australia • Fedex • Lite N Easy • LSO • Small and medium-sized businesses worldwide Platforms & Tools Zendesk • Intercom • Freshdesk • Kayako • LiveChat • Salesforce • Hubspot * Jira • Asana • Trello • Slack • RingCentral • Zoom • TeamViewer • Zapier • Google Workspace • Microsoft Office tools • Zuora • Bonusly • Grammarly • Loom * Google Analytics • Google AdSense Why Clients Hire Me ✔ 10+ years of professional experience ✔ 5+ years of successful remote work experience ✔ 6,500+ Upwork hours ✔ Experience with SaaS startups and enterprise customers ✔ Strong technical aptitude (Bachelor of Engineering – Information Technology) ✔ Excellent written communication and documentation skills ✔ Customer-first mindset with a focus on retention and satisfaction Beyond handling tickets, I contribute across multiple areas of a business—customer support, onboarding, quality assurance, documentation, training, process improvement, and acting as the voice of the customer for product teams. Whether you need a reliable support specialist, a senior customer success professional, or someone to help scale your support operations, I am committed to delivering a world-class experience for your customers. 📩 Feel free to send me a message. I'd love to discuss how I can help your business grow. — Akash Sethi

I've just completed my contract with TradeSafe (DayTradeSafe.com) as its sole Customer/Technical Support, and for almost 5 years, I was in charge of configuring customer set ups for our add on market analysis and indicators bundle on the NinjaTrader 8 trading platform. I'm also tasked with reviewing and manage access our online classrooms and live coaching sessions as well as access to structured course materials and advanced lectures and archives. Before this, I completed my contract with the Bullitt Group (4 years and 1 month) as a Technical Support (phone, chat and email) for their Cat (Caterpillar) Rugged Phones, Land Rover phones and Motorola Rugged phones and satellite devices product lines. Previously, I was part of the Tech Support team (1 year and 6 months) for InsureSign.com (now part of Formstack.com), then US Insurance industry leader in e-signature solutions. I was part of an exclusive group that helped consolidate all software versions and its users to the web-based platform it now uses by organizing and implementing user training, demos, after market support and troubleshooting through calls, email and chat channels. I also coordinated with the Development team on platform testing, feedback and features implementation as requested by users and decision makers. Before that, I was under contract (3 yrs and 6 months) as a Technical Support Representative with Presencelearning (now Presence.com), a leader in providing online speech and other therapy services for private, public and virtual schools in the US and around the world. I was part of a wonderful team that handled chat, voice and email support to help and work with School Districts, Brick and Mortar schools, Virtual schools, SaaS clients, Clinicians and students in the US and around the world and their families get ready for online classes and make sure that any software and hardware issues are identified, noted and resolved and that sessions are conducted on schedule. Previous to working exclusively at home as an independent contractor, I've handled different roles for Customer Service/Technical Support through various BPO's in the Philippines and altogether, and there I've had 10 years of Technical Support experience through established BPO Companies engaging in the most dynamic and challenging support environments for multinational companies such as ; Network Solutions/Verisign, Expedia , VTech, GMAC Mortgage, Citibank/Australia, HSBC, AT&T Tech DSL and HP Desktops/Laptops. I am technically inclined and adept on both hardware and software and consider myself a very fast learner, a very enthusiastic listener, a born problem solver and most importantly, an all around people-person who considers integrity and honesty as the main drivers that keep and draw customers to any product or service.

If you're seeking for a technical chat support specialist that can also serve as a software engineering wizard, your search ends here. Let's talk about how I can help you succeed by improving your technical support and software development efforts. ✅ Technical Expertise: I have a thorough understanding of a wide range of technologies and platforms, allowing me to respond to technical enquiries quickly and accurately. I'm here to guarantee your customers receive the finest support possible, whether it's debugging hardware or software issues, assisting with software installations, or guiding users through difficult technical processes. ✅ Results-oriented: My goal is to provide software solutions that produce concrete outcomes for your company. Whether it's optimizing existing systems, implementing new features, or streamlining operations, I'm committed to meeting your goals. Contact me immediately to discuss your project or support needs!

Sales Systems & Automation Specialist | CRM Implementation, n8n, Appointment Setting If your leads are sitting in spreadsheets, follow up depends on someone remembering, or your team has no clear view of which deals are actually close to closing, that's exactly what I fix. I build the sales system underneath the sales itself, CRM, automation, and reporting, so more of your existing leads turn into paying clients without relying on manual effort to hold it together. That includes migrating scattered spreadsheets into one centralized CRM your whole team actually works from, and building automations (n8n) that connect your CRM, email, SMS, and AI tools, things like a workflow that transcribes sales calls and summarizes them automatically, or a weekly report that ranks every active deal from closest to furthest from closing so your team knows exactly where to focus. On the sales side, I can get on the phone directly too, inbound and outbound calls, appointment setting, quote follow up, using structured discovery (SPIN style) to actually understand a prospect before pitching anything. I write and refine my own cold calling scripts, objection handling responses, and follow up sequences, built to move a deal forward, not just check in. I'm equally comfortable owning the calls or owning the infrastructure behind them, and most of my strongest results have come from doing both for the same business. If you need someone to book appointments starting this week, or someone to build the system your sales process is currently missing, that's the work I do. Skills and keywords CRM Migration Sales Development n8n Appointment Setting GoHighLevel (GHL) HubSpot Workflow Automation Business Development Sales Pipeline Management Lead Generation Outbound Sales Cold Calling Objection Handling B2B Sales AI Automation Email Automation Sales Process Improvement API Integration SPIN Selling Make (Integromat)

Works as a Dynamics 365 FinOps Senior Functional Consultant specializing in Finance, Trade and Logistics, and Project Accounting modules. Has ownership for the implementation, configuration, delivery of D365 F&O project for ANZ and Overseas regions. Experience in configuration and troubleshooting on incidents related to various modifications and ISVs. Experience with implementation configuration and troubleshooting of incidents related to different integrations. Has responsibility for Project management and accounting module configuration, data migration, and incident troubleshooting and resolution. Conducts workshops to define any departures from global requirements, design solutions, and implement them working closely with internal customers to achieve the best outcome to agreed timelines and objectives. Owns data cleansing, data migration, training, and go-live support for all regions. Completes global roll-out of Dynamics 365 F&O to North America and Europe, the Middle East and Africa regions. Facilitates workshops with a variety of users to clearly define the requirements, scope and desired outcome of the solution. Takes ownership of consultancy, configuration engagements and solution delivery, working with peers and clients to ensure successful delivery. Undertakes client consultancy and product configuration in line with business requirements. Assesses D365 upgrades. Confidently presents and articulates the business value of your proposed solution to the business. Provides quality assurance across solutions and client engagements as a value-add to the quality of solutions and deliverables. Works in partnership with the finance team, enabling them to meet their business objectives, overcome problems and gain an understanding of the D365 F&O functionalities. Perform and lead user acceptance testing and conduct training sessions with the team to help with change management and adoption of the solution.