Bulelani Tiya
@bulelanitiya
Customer-focused Technical Support Specialist delivering Tier 1–2 SaaS, POS, and fintech support with SLA-driven results.
South AfricaWhat I'm looking for
I’m a Customer-Focused Technical Support Specialist with 6+ years delivering Tier 1 and Tier 2 support across SaaS platforms, POS systems, fibre networks, fintech payment environments, and iGaming operations. I resolve high-volume technical, payment, account access, and connectivity issues through live chat, phone, email, and ticketing—while consistently meeting SLA and KPI targets.
I bring strong troubleshooting depth across cloud-based platforms, merchant systems, payment terminals, transaction failures, and customer authentication issues. I manage incidents end-to-end with clear documentation, accurate ticket lifecycles, and effective technical escalation handling supported by root cause analysis and knowledge base updates.
In remote iGaming and commerce environments, I’ve supported international users by investigating incidents, collaborating cross-functionally, and using tools like Jira for escalations. I’ve also handled KYC verification and compliance checks to support secure onboarding, fraud prevention, and reliable customer authentication workflows.
Before that, I delivered remote fibre support for residential and business customers by diagnosing routers/ONTs, outages, speed degradation, and fibre connectivity disruptions. Whether it’s restoring network services within SLA targets or minimizing downtime for merchants, I’m motivated by fast, accurate resolution and continuously improving the customer support experience.
Experience
Work history, roles, and key accomplishments
Delivered high-volume Tier 1–2 customer and technical support for an international iGaming platform via live chat and ticketing, resolving account access and payment/withdrawal issues while maintaining SLA compliance. Escalated complex incidents through Jira, performed KYC checks, and documented troubleshooting steps to support timely resolution.
Provided Tier 1–2 SaaS support for cloud POS/commerce customers, remotely diagnosing and resolving payment terminal, printer, connectivity, and transaction-related incidents across Windows/macOS and iPad/iMac. Managed high-volume queues, met SLA/response targets, and collaborated with technical teams during escalations.
Network Support Technician
Vodacom Fibre
Jul 2022 - Jan 2024 (1 year 6 months)
Delivered remote fibre connectivity support, troubleshooting routers/ONTs and resolving speed degradation and outages while coordinating escalations with fibre partners to restore services within SLA. Maintained incident documentation and communicated updates throughout the support lifecycle.
First Line Support Technician
Vodacom Fibre
Jul 2020 - Jun 2022 (1 year 11 months)
Provided first-line fibre broadband support via phone and tickets, resolving router configuration and connectivity issues and assisting customers with internet performance optimization. Logged troubleshooting actions and findings to support efficient escalation handling in a high-volume environment.
Personal Finance Operator
Cash Converters
Jan 2018 - Jun 2019 (1 year 5 months)
Processed customer finance applications, completing affordability assessments and negotiating purchasing agreements while ensuring compliance with operational and regulatory requirements. Handled sensitive customer information professionally and delivered customer-focused service in a fast-paced retail finance environment.
Education
Degrees, certifications, and relevant coursework
Coursera
Google IT Automation with Python, IT Automation with Python
Currently enrolled in Google IT Automation with Python.
Softswiss
iGaming Training Course, iGaming
Completed an iGaming training course with Softswiss.
Coursera
Google IT Support Professional Certificate, IT Support
Completed the Google IT Support Professional Certificate through Coursera.
Availability
Location
South AfricaAuthorized to work in
Job categories
Skills
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