Open to opportunities

Elvis Uzor

@elvisuzor

Message

I’m a Product Support Specialist who resolves complex SaaS and ERP issues, improving CX.

Portugal

Message

What I'm looking for

I’m actively targeting Product Support Specialist / Technical Product Support roles where I can use troubleshooting, RCA, and customer advocacy to improve workflows, documentation, and customer experience in fast-paced teams.

I’m a Customer-focused Product Support Specialist with 3+ years of hands-on experience supporting B2B and B2C SaaS, ERP, and consumer technology products across EMEA. I troubleshoot complex technical issues, translate customer needs into product insights, and collaborate cross-functionally with Product, Engineering, Warehouse, and Operations teams to drive reliable outcomes.

In my current role, I provide day-to-day product and technical support for a B2B SaaS gifting and rewards platform—handling campaign setup, integrations, fulfilment workflows, and platform configuration. I’ve helped improve self-service and team effectiveness by enhancing a ZendeskAI chatbot (reducing basic “how-to” tickets by 45%), strengthening internal documentation, and acting as a customer advocate by capturing recurring issues and structured feature feedback.

Experience

Work history, roles, and key accomplishments

Current

Product Support Specialist

Current

Reachdesk

Oct 2025 - Present (6 months)

Provided day-to-day product and technical support for a B2B SaaS gifting and rewards platform, resolving most cases at first contact while handling 75–80 tickets per week. Improved the ZendeskAI chatbot by reducing basic “how-to” support tickets by 45% and increasing self-service resolution rates.

Product Support Technical Troubleshooting Zendesk SLA Management Customer Advocacy

Technical Support Engineer

Concentrix CVG Servicios Informáticos

Jun 2024 - Dec 2024 (6 months)

Delivered advanced Tier 1 technical support for Microsoft Dynamics 365 Finance & Operations across EMEA, handling complex ERP issues before escalation to engineering. Resolved 30+ high-complexity ERP cases weekly using SSMS and trace/log analysis to identify and fix data synchronization bottlenecks.

Microsoft Dynamics 365 F&O Log Analysis

Customer Service Rep (Oculus)

Teleperformance

Jan 2024 - Apr 2024 (3 months)

Provided Tier 1 technical and customer support for Meta AR/VR (Oculus) via phone, chat, and email, including device setup, connectivity, purchases, shipping, and warranty inquiries. Partnered with Finance teams to process refunds and billing requests, while contributing to training and internal documentation improvements.

Tier 1 Support Meta AR VR (Oculus) Support Zendesk Troubleshooting

Customer Service Rep (Disney+)

Teleperformance

Dec 2022 - Nov 2023 (11 months)

Delivered technical and customer support for the Disney+ streaming platform, maintaining 90%+ CSAT. Diagnosed and resolved streaming, account access, payment, and playback issues, including network/protocol troubleshooting (RTSP/HTTP).

Zendesk Troubleshooting (RTSP HTTP)Playback Diagnostics Conviva Diagnostics