SaaS Technical Support & Operations Expert

LOUIS RAPHAEL PULIDO

Taguig, Philippines +63-921-***-**** *******.**@*****.***

linkedin.com/in/louis-raphael-pulido-911605265/

PROFESSIONAL SUMMARY

Highly skilled SaaS Technical Support & Operations Specialist with over 10 years of experience optimizing customer success, managing complex technical troubleshooting, and streamlining client operations. Proven track record in healthcare EHR platforms, billing workflows, and multi-channel technical support. Expert at translating intricate technical bugs into actionable engineering solutions while maintaining high-volume ticket resolution and exceptional customer satisfaction metrics.

CORE COMPETENCIES & SKILLS

Technical Support: SaaS Troubleshooting, Bug Reporting, EHR Workflows, System Integrations

Operations & Account Mgmt: Billing/Subscription

Systems, CRM, Accounts Receivable/Payable

Customer Success: Multi-Channel Support (Chat, Email, Voice), Onboarding, Retention

Tools & Platforms: Linear, Zendesk, HubSpot, Asana, AppFolio, ServiceNow, Slack

PROFESSIONAL EXPERIENCE

Technical Support Specialist (SaaS) Oct 2024 – Apr 2026 Opus Behavioral

Delivered expert Tier 2/3 SaaS technical support for a complex healthcare EHR platform via chat, email, and voice channels.

Managed a high-volume queue of 50+ technical tickets daily while consistently exceeding stringent SLA response and resolution times.

Diagnosed and resolved complex system bugs across billing, clinical documentation, user workflows, and third-party integrations.

Authored structured, technical bug reports with clear reproduction steps in Linear, bridging front-line gaps with engineering teams.

Partnered directly with implementation teams during client onboarding to translate custom user requirements into functional system workflows.

Spearheaded root-cause analysis on recurring system glitches, successfully reducing repeat ticket volume by identifying patterns for long-term fixes.

Virtual Assistant Mar 2024 – Aug 2024

Gordian Staffing (Pro Invest Realty)

Automated and managed full-cycle billing operations, including accounts receivable and payable, for a portfolio of 90+ properties.

Maintained data integrity within AppFolio, ensuring real-time accuracy for property updates, maintenance tracking, and operational reports.

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Facilitated cross-functional communication between property managers, vendors, and maintenance teams to rapidly clear operational bottlenecks.

Customer Support / Technical Support Representative Mar 2023 – Mar 2024 TeleTech (Peloton)

Provided comprehensive hardware and software troubleshooting for IoT connected fitness devices (bikes, treadmills, rowers).

Handled end-to-end customer lifecycles, guiding users through remote diagnostics, system updates, billing inquiries, and subscription management.

Synchronized with logistics teams to coordinate seamless hardware deliveries, part replacements, and product returns.

Customer Support Specialist (Email Support) Dec 2020 – Dec 2022 Acquire (Roblox)

Managed sensitive data and escalated security investigations regarding compromised user accounts, unauthorized transactions, and recovery verification.

Utilized Zendesk to systematically organize and prioritize high-volume global ticket queues without compromising quality.

Strictly enforced platform safety, digital moderation, and compliance policies to guarantee a secure gaming environment.

Customer Care Executive Feb 2019 – Jul 2020

Sutherland (Disney+)

Supported the global launch and scaling of Disney+, resolving advanced streaming, connectivity, and hardware issues across diverse ecosystems.

Administered subscription billing adjustments, account security overrides, and retention strategies. Technical Support Representative Feb 2018 – Jan 2019 Sitel (AT&T / DirecTV)

Trouleshot complex telecommunications network infrastructure, service disruptions, and account configurations. Chat Specialist / Lead Generation Agent Sep 2015 – Jan 2018 Probe CX (Lead Chat)

Multi-tasked effectively by managing 4+ concurrent live chats for a roster of over 350 global clients. Captured consumer data efficiently, optimizing lead-generation funnels and turning cold traffic into qualified prospective sales leads.

EDUCATION

Bachelor of Arts in Mass Communications Graduated 2015 STI Global

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