Open to opportunities

Elsa George

@elsageorge

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Senior technical support specialist driving client onboarding, CRO, and cross-functional team performance.

India

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What I'm looking for

I seek a senior technical support or onboarding role where I can lead teams, improve CSAT, solve complex integrations, and scale onboarding processes in a collaborative SaaS environment.

I am a Senior Technical Support professional with deep troubleshooting expertise and a talent for simplifying complex technology for clients. I have extensive experience onboarding clients for SaaS products, resolving integrations and analytics issues, and improving customer satisfaction.

At Convert.com I monitored a team of 14, tracked KPIs, identified gaps, provided training, and improved retention, while delivering onboarding and technical support for A/B testing and CRO. I also provided advanced troubleshooting for CSS, jQuery and JavaScript and improved support processes and documentation.

I have supported CRM platforms including HubSpot, RightNow and Desk.com, and worked with tools such as OM-SDK, GA4, GTM, Slack, Intercom, Asana, Jira and Confluence. My background includes development, QA, and digital marketing work — building responsive websites, performing manual testing across iOS and Android, and creating test plans.

I lead teams, create training materials and Confluence documentation, and hold certifications including Oracle SQL Explorer, AWS Cloud Practitioner Essentials, Oracle Cloud Infrastructure, and AI Foundations Associate (1Z0-1122-24). I communicate fluently in English and Malayalam.

Experience

Work history, roles, and key accomplishments

Current

Senior Technical Support

Current

Convert.com

Jan 2024 - Present (1 year 9 months)

Monitored a team of 14, tracked KPIs, identified gaps, provided training and improved retention while onboarding and supporting clients with A/B testing integrations to boost CSAT.

Team Management Onboarding CRO A B Testing GA4 GTM CSAT

Senior Technical Support

Oracle

Jan 2024 - Jan 2025 (1 year)

Provided technical support for Oracle RightNow CRM, resolving configuration, workflow and integration issues to improve efficiency and user experience.

Oracle RightNow Troubleshooting Workflow Optimization Customer Support HubSpot Desk.com

Technical Onboarding Specialist

AddThis

Jan 2015 - Jan 2021 (6 years)

Trained and supported a team of 8, documented workflows and led check-ins to ensure smooth collaboration while onboarding clients and resolving front-end integration issues.

Onboarding Documentation JavaScript CSS jQuery Troubleshooting Confluence

Development & QA Engineer

Qburst & Srishti

Jan 2011 - Jan 2015 (4 years)

Developed and maintained responsive, secure cross-browser websites and performed manual QA across iOS and Android, creating test plans and participating in bug triage.