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Michael M.
Caloocan City, Philippines
100% Job Success
Top Rated Plus

Order Management Specialist / SaaS Technical Support

Assisting others lies at the heart of my work, and ensuring outstanding customer service is my utmost priority in my role. My dedication to this principle is exemplified by my proven track record on Upwork, where my skills consistently translate into satisfied customers. With over a decade of experience in Order Management, Technical Support, and Customer Care, I've developed expertise in a diverse range of areas including: • App troubleshooting, • SaaS support • E-commerce • Live Chat & Email Handling • Lead Generation • Order Processing • Social Media Management • Data Entry, Research • All Administrative Tasks I've navigated through complex challenges in Order Management and E-commerce, successfully resolving issues like missing items, transit delays, and disputes. I tackled complex challenges head-on, from addressing issues like missing or lost items to navigating transit delays, theft, disputes, chargebacks, and carrier-related problems. I took pride in delivering innovative solutions, providing advanced resolutions not only to customer care and fulfillment teams but also collaborating closely with replacement departments, warehouses, shipping partners, and management. This comprehensive approach ensured smooth operations and delighted customers at every turn. In my role in Technical/SaaS support, I engaged directly with users, addressing their app complaints with care and expertise. I didn't just offer quick fixes; I provided comprehensive step-by-step guides to help users navigate their issues smoothly. Additionally, I played a pivotal role in app investigations, meticulously identifying the root cause of problems and replicating them using my test accounts. Through effective ticket triage, I ensured that each issue received the attention it deserved, prioritizing tasks efficiently. Moreover, I acted as a bridge between users and the engineering team, facilitating clear and constructive communication to resolve issues swiftly and effectively Additionally, I am confident in my ability to quickly learn any related platforms. Some platforms I've used include Intercom, Zendesk, Helpscout, FreshDesk, Shopify, Jira, Prestashop, Google Drive, ClickDesk, Zopim, Trello, Asana, Zoom, Slack, Skype, Chatra, ClickandChat, Excel, Word, PowerPoint, Outlook, Thunderbird, Dropbox, iCloud, and more. Described as a quick learner, diligent, and detail-oriented worker, many of my clients have acknowledged me as a jack of all trades, capable of becoming an expert in any field or industry I work with. I am eager to contribute to your team's success! Please invite me for an interview, allowing me to formally introduce myself and potentially become part of your growing company.
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Skills

  • Order Tracking
  • Shipping & Order Fulfillment Software
  • Order Fulfillment
  • Ticketing System
  • Product Knowledge
  • Ecommerce Order Fulfillment
  • Logistics Management
  • Customer Satisfaction
  • Troubleshooting

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