Abdu – SaaS support/success

Here is a summary of my work experience, including key responsibilities and achievements:

• Support Engineer – Automattic – Remote (October 2024)

  Responsibilities (Ultimately, help users reach their site/Blog/store goals with ease and enjoyment, details):

  • Conduct user meetings, screen shares, and plenty of screen recording with my voice.

  • Help users with Automattic’s products, such as WordPress.com, WooCommerce, Jetpack, and others — including troubleshooting themes and plugins.
  • Provide customer support across a global, fully remote team — responding via live chat, help-desk tickets, forums, and screen-share sessions.
  • Diagnose technical problems, investigate issues, create detailed bug reports, and escalate when needed.
  • Advocate for customers, by providing feedback to product, engineering, and other teams to improve tools and workflows.
  • Continually learn new tools and products ro be better equipped to help user achieve their site goals.

  Achievements:

  • Achieved customer satisfaction goals consistently (90+), which helped me build brand loyalty with my users.
  • Helped 5200+ users achieve their site goals, making every interaction a delight!
  • Completed multiple cross-function projects (Documentation, customer outreach (ATO attack), CSAT survey review and outreach, participate in planning team meetup, and more).

  Tech: WordPress, WooCommerce, DNS, domain name, website hosting, website building, plugins, website design, website emails, SFTP, REST APIs, Webhooks, HTML, CSS, SMTP.

  Tools: Zendesk, Linear, Loom, Cleanshot, HelpScout, Jira,1password, Calendly, Slack, plenty of internal tools.

• Postmark – Senior Customer experience – (July 21 – October 24).

  Responsibilities:

  • Work closely with Postmark customers to ensure their success in using their accounts.
  • Helped Postmark and DMARC Digests customers with deliverability, email authentication, API questions, use cases, and issues (Emails, Video Calls, chat).
  • Guide, troubleshoot, reproduce, and escalate issues as needed.
  • Ensured our customers are compliant, through vetting of new customers, and performing sending health checks.
  • Wrote over 15 help documents, new API endpoint documentation, and a couple of newsletters.
  • Participated in sales calls to answer prospects’ technical questions and show them the technical benefits of using Postmark/DMARC Digests.

  Achievements:

  • Achieved customer happiness (92%+), FCR 60%+, and number of closed conversations consistently.

  • Completed multiple cross-function projects (Documentation, customer outreach, marketing and sales collaborations.

  Tech: REST APIs, Webhooks, DKIM, SPF, DMARC, DNS, HTML, CSS, SMTP.

  Tools: HelpScout, Jira, Zendesk, Confluence, Basecamp, Notion, Kibana,1password, Calendly, Okta, PagerDuty, Craft, Asana, Slack, Zapier.

• Crossover – Support Specialist (March 20 – July 21).

  Responsibilities

  • Supported customers of 5 Saas Products (Biznessapps, Kayako, KerioConnect, Olive, Jive), via Emails, Video Calls, and chat.
  • Troubleshoot, reproduce, and fix software issues, or escalate when needed.
  • Educate and guide customers to succeed in making the best out of the software product.
  • Test and verify defects and communicate to the development teams using bug management tools.

  Achievements:

  • Self-learned 5 different SAAS software products using the existing knowledge bases.
  • Consistently achieved CSAT (90+), FCR (60%+), and productivity metrics.
• Sykes – Tech Support for Sony EU (BPO) – L1, L2 support, Team lead, Operations manager – (May 16 – March 20):

  Operations Manager:

  – Serve and help supervisors lead their teams.
  – Build and maintain an environment of clear positive communication.
  – Set and execute effective action plans.
  – Forecast, recruit, select, train, and assign employees.

• Technical Support Specialist (BPO) – (Aug 14 – May 16)

  Provide Technical support to Vodafone UK. IE users.