Arlon Moncada

I am a Technical Support Specialist with over six years of experience in supporting SaaS platforms within fast-paced, remote-first environments. My expertise lies in managing multi-channel customer support, troubleshooting complex technical issues, and creating comprehensive documentation for both internal and external stakeholders. I pride myself on my ability to collaborate cross-functionally and drive process improvements that enhance client satisfaction and operational efficiency.

Throughout my career, I have successfully provided Tier II technical support at Lunchbox Technologies, where I ensured advanced issue resolution for enterprise clients. My role involved close collaboration with product and engineering teams to escalate and resolve bugs, significantly reducing average resolution times. Additionally, I have conducted technical onboarding and client training, which has greatly improved product adoption and user satisfaction.

My previous experience as an Enterprise Support Specialist at Snappr Inc. allowed me to manage support queues effectively while coordinating logistics for global photo shoots. I authored internal SOPs and knowledge base articles that improved team response consistency and efficiency. I am committed to continuous improvement and am always looking for ways to enhance the customer experience through effective support strategies.