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Edwin
Customer Support Specialist with 5+ years in SaaS and Security
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Competencies
Managed internal documentation and knowledge bases to support onboarding, compliance, and process improvement.
Provided tailored support to key SaaS accounts and managed client communications to ensure satisfaction.
Collaborated with account managers, legal, HR, and IT teams to align support strategies and procedures.
Trained new team members on operational procedures and product knowledge, enhancing team performance.
Utilized root cause analysis and troubleshooting skills to resolve client issues and improve workflows.
Education
Languages
Summary
Experienced in SaaS customer support, onboarding, documentation management, and security compliance with proven role progression.
Key Achievements
- Led onboarding and training programs, facilitating team integration and operational readiness.
- Acted as SME for escalations in Tier 1&2 SaaS Support, handling sensitive client issues.
- Supported onboarding of personnel into secure systems, ensuring cybersecurity compliance.
Experience
SaaS Global Technical Support Team
Managed onboarding and training of new team members, ensuring smooth transitions and operational readiness., Maintained and updated internal documentation and knowledge bases to support onboarding and compliance., Monitored SLA adherence and escalation triggers, proactively resolving issues and...
SaaS Tier 1&2 Support Team
Acted as SME for escalations, offering specialized support for sensitive client cases.
Security Services Technician
Supported onboarding of internal personnel into secure systems, ensuring compliance with cybersecurity protocols., Maintained updated documentation for security procedures and onboarding workflows., Collaborated with IT and HR teams to ensure alignment with local legislation and internal policies.