Technical Support Specialist II (SaaS & API)

Melanie Gordo

Kissimmee, FL *****

*******.*******@*****.*** +1-786-***-****

Professional Summary

Experienced Technical Support Specialist with over 6 years supporting SaaS platforms in remote environments. Strong background in client troubleshooting, technical documentation, and cross-team collaboration. Proven track record of enhancing user satisfaction, mentoring peers, and improving support processes. Familiar with API diagnostics and performance tracking, with a focus on user-centered support.

Authorized to work in the US for any employer

Work Experience

Technical Support Specialist II

MX Technologies – Remote November 2023 – Present

• Respond to client inquiries via chat and email, resolving technical issues with applications and devices.

• Monitor ticket queues and chat channels for patterns and trending issues.

• Provide light API diagnostics and support integration troubleshooting.

• Collaborate with fintech partners and internal engineering teams.

• Mentor junior support specialists and assist in creating team training materials.

• Document technical procedures and contribute to support education resources.

Technical Support Specialist I

MX Technologies – Remote May 2023 – November 2023

• Provided advanced product and API support for clients.

• Resolved escalated technical support issues across multiple platforms.

• Developed internal documentation and shared solutions across teams.

• Assisted in onboarding and mentoring Level 1 support representatives.

Software Support Admin Tier III

RedTeam Software – Remote January 2022 – January 2023

• Handled client escalations and mentored CSA I/II team members.

• Managed Help-Me tickets, email queues, and internal chat support.

• Led screen-share sessions to walk users through complex issues.

• Maintained deep knowledge of FieldLens, FieldShare, and TeamPlayer.

• Reviewed chat/email transcripts for quality assurance.

• Collaborated on updates to Knowledge Base articles and WIKIs.

Software Support Admin Tier II

RedTeam Software – Remote January 2019 – December 2022

• Provided day-to-day end-user support via chat, email, and phone.

• Created tickets with detailed notes, screenshots, and resolution steps.

• Participated in team training and helped onboard new hires.

• Worked with developers on client enhancement suggestions and bug fixes.

Software Support Admin Tier I

RedTeam Software – Remote January 2018 – December 2019

• Delivered Tier 1 technical support for software and mobile apps.

• Escalated complex issues to senior team members or developers.

• Assisted end users with navigation, settings, and integrations.

• Helped maintain support consistency by contributing to shared resources.

SAP Business One Admin / System Integration

Gaumard Scientific Co. January 2016 – December 2018

• Resolved SAP Business One issues by replicating errors and documenting fixes.

• Trained staff on SAP use and maintained internal documentation.

• Wrote custom queries and created reports using Excel and Query Manager.

• Implemented SAP workflows for the Sales team and other departments.

• Evaluated business processes and recommended improvements.

Shipping Coordinator

Gaumard Scientific Co. – Miami, FL January 2015 – December 2016

• Created and tracked FedEx/UPS labels, shipping slips, and serial entries in SAP.

• Managed product inventory for weekly outgoing shipments.

• Maintained vendor credentialing for Sales and Field Service teams.

• Supported logistics for domestic and international orders.

Customer Service / Receptionist

Gaumard Scientific Co. – Miami, FL January 2014 – December 2015

• Answered phones, coordinated customer visits, and maintained front desk.

• Entered and tracked orders in Peachtree and SAP.

• Handled vendor credentialing logistics for field representatives.

Education

High School Diploma – Felix Varela Senior High School, Miami, FL (August 2010 – June 2014)

Skills

• Technical Support & Client Communication

• SAP Business One, Peachtree, CoreSystems

• Intercom, CRM, Ticketing & Live Chat Tools

• Microsoft Office (Word, Excel, Outlook)

• Knowledge Base & Documentation

• Light API Diagnostics & Integration Support

• Mentoring, QA, and Internal Training

Contact this candidate