SaaS Technical Support Specialist, B2B Expert

OLABISI MAKINDE

SAAS TECHNICAL SUPPORT SPECIALIST B2B CUSTOMER SUPPORT TROUBLESHOOTING & ISSUE

RESOLUTION

Katy, Texas 77084 682-***-**** *****************@*****.*** LinkedIn: linkedin.com/in/olabisi-makinde

PROFESSIONAL SUMMARY

SaaS Technical Support and B2B Customer Support Professional with 3+ years of experience delivering enterprise-level customer support, troubleshooting complex technical issues, and managing customer cases from initial report through resolution. Experienced in root cause analysis, technical escalations, configuration management, and enterprise software support across phone, email, chat, and asynchronous communication channels. Proven ability to improve customer experience through strong problem-solving, technical documentation, process improvement initiatives, and cross-functional collaboration. Recognized for attention to detail, ownership, and the ability to communicate technical concepts effectively to both technical and non-technical audiences.

CORE COMPETENCIES

● Technical Support & Troubleshooting: SaaS Technical Support, Troubleshooting & Issue Resolution, Root Cause Analysis

● Customer Success & Support: B2B & Enterprise Customer Support, Customer Experience Management.

● Technical Operations & Documentation: Technical Escalations, Configuration Management, Technical Documentation.

● Data Management & Reporting: CRM Administration & Reporting, Data Analysis & Reporting.

● Communication & Collaboration: Cross-Functional Collaboration, Customer Communication, Asynchronous Collaboration.

● Process Optimization & Problem Solving: Process Improvement, Problem Solving & Critical Thinking PROFESSIONAL EXPERIENCE

SwiftKey Care Remote

Customer Service Representative

January 2022 – Present

● Own end-to-end customer support cases across phone, email, chat, and ticketing platforms, managing 60–100 daily interactions while maintaining a 90–95% CSAT rating and delivering exceptional customer experiences.

● Troubleshoot and resolve 50+ technical issues weekly through systematic investigation, root cause analysis, and issue resolution, identifying software, configuration, and workflow-related problems while ensuring timely resolution and SLA compliance.

● Communicate complex technical concepts clearly to diverse audiences, adapting explanations to customer needs and operating effectively within remote, asynchronous support environments.

● Collaborate with cross-functional teams on technical escalations, maintaining detailed case documentation, customer records, and service histories within CRM and ticketing systems while ensuring 100% accuracy and regulatory compliance.

● Drive process improvement initiatives by analyzing recurring customer issues, optimizing workflows, reducing repeat inquiries by 10%, decreasing backlog by 30%, and improving operational efficiency and quality metrics.

● Support B2B customers across multiple industries, balancing investigation, customer communication, and escalation management while handling sensitive information in accordance with privacy regulations, compliance requirements, and data security standards. ADDITIONAL QUALIFICATIONS

● Technical Support Platforms: SaaS applications, enterprise software support environments, CRM systems, ticketing platforms, and cloud-based customer support technologies.

● Systems & Tools: Proficient with HubSpot CRM, Five9, NICE, Genesys, Google Workspace, and customer engagement and case management solutions.

● Troubleshooting & Escalations: Experience managing technical escalations, customer case lifecycles, root cause analysis, and troubleshooting software, configuration, account access, and system-related issues.

● Documentation & Process Improvement: Skilled in technical documentation, workflow optimization, process improvement initiatives, and operational efficiency enhancement.

● Compliance & Data Security: Knowledge of HIPAA regulations, PHI handling requirements, data privacy standards, regulatory compliance, and information security best practices.

● Communication & Problem Solving: Strong analytical thinking, customer communication, asynchronous collaboration, and problem-solving skills with a focus on customer success and service excellence.

EDUCATION

Watson High School, TX

High School Diploma

2015 - 2019

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