Looking for a job

arinze emmanuel

@arinzeemmanuel1

I support global SaaS and e-commerce customers with technical troubleshooting, billing resolution, and product guidance.

Nigeria

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What I'm looking for

I'm looking for a remote support role where I can solve technical and product issues, improve support workflows, collaborate with product teams, and help global customers get more value from SaaS or e-commerce products.

I've supported global users of SaaS, e-commerce, and digital product platforms across chat, email, and phone for more than four years.

At ModSquad, I handle high-volume support for digital e-reader platforms and SaaS products, guiding customers through activation, access, orders, refunds, billing, and troubleshooting. I manage 25–35+ calls per day during peak periods while maintaining strong CSAT and first-contact resolution.

Across Gigmo Solutions and Tek Experts, I've provided remote Microsoft 365 support for business and enterprise customers, including Exchange Online, SharePoint, OneDrive, Identity, and Azure. I helped reduce escalations by 30% through process improvements and maintained a 3.9/4.0 KPI rating.

I've also supported Shopify merchants at Gander and PageFly, troubleshooting integrations, content display, front-end issues, and page performance. I enjoy turning recurring customer problems into clearer documentation, better workflows, and smoother product experiences.

Experience

Work history, roles, and key accomplishments

Current

Customer & Technical Support Specialist

Current

Modsquad

Nov 2024 - Present (1 year 10 months)

Delivered high-volume chat, email, and phone support for digital e-reader platforms and SaaS products, handling 25-35+ calls per day during peak periods. Guided customers through activation, access, and troubleshooting issues for digital materials.

Zendesk Customer Support Technical Troubleshooting Order Management Refund Management Billing Support Account Management Digital Products SaaS

Current

Microsoft 365 Technical Support Engineer

Current

Gigmo Solutions

Mar 2023 - Present (3 years 6 months)

Provided remote cloud support for business customers across Microsoft 365 services. Collaborated with internal teams on process improvements, reducing escalations by 30% and increasing internal solution rates.

Microsoft 365 Cloud Support Technical Troubleshooting Customer Support KPI Management Process Improvement Data Analysis Remote Support

Customer Support Representative

NextStep

Oct 2022 - Apr 2024 (1 year 6 months)

Supported SaaS marketing platforms including funnel builders and page builders, troubleshooting technical issues for global users. Resolved billing, account, and subscription issues while maintaining strong CSAT and QA metrics.

SaaS Support Technical Troubleshooting Billing Support Account Management Subscription Management CSAT QA Slack Ticketing Systems Content Creation

Customer Support Specialist

Gander

Apr 2022 - Feb 2023 (10 months)

Provided customer support for a Shopify SaaS UGC platform using Zendesk, resolving user issues and improving customer experience. Troubleshot merchant integration and content display issues.

Zendesk Shopify SaaS Support Technical Troubleshooting Customer Experience Documentation Product Feedback Customer Relationship Management

Customer Support Specialist

PageFly

Oct 2021 - Mar 2022 (5 months)

Remotely developed visual redesigns for client e-commerce pages, boosting user interfaces and end-user appeal. Assisted merchants with front-end troubleshooting and page performance issues using the PageFly builder.

Shopify PageFly Customer Support Visual Design Multitasking

Microsoft 365 Technical Support Engineer

Tek Experts

Nov 2020 - Aug 2021 (9 months)

Provided enterprise-level Microsoft 365 technical support across Exchange Online, SharePoint, OneDrive, and Identity services for global customers. Overhauled troubleshooting processes, reducing downtime and increasing customer satisfaction by 50%.