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Excellent Owoka

@excellentowoka

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Customer Support & Success specialist with 3+ years in SaaS, fintech, telecom, and Microsoft 365.

Nigeria

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What I'm looking for

I’m looking for a customer-focused SaaS role where I can own support from onboarding to resolution, use Zendesk/Dynamics and Microsoft 365 expertise, and continuously improve processes through customer feedback and collaboration.

I’m a Customer Support Specialist focused on helping customers succeed through fast, empathetic, and technically accurate support. With 3+ years across SaaS, fintech, telecommunications, and Microsoft 365, I deliver email and live chat support, troubleshoot technical issues, and maintain strong customer satisfaction.

I’ve supported customers end-to-end: customer onboarding & training, product demonstrations, account support, and clear technical documentation. At Revent Technologies, I served as the primary point of contact—running onboarding sessions and user training, managing cases in Zendesk, and improving customer satisfaction by 25% while reducing average ticket resolution time by 30%.

Right now, as a Remote Customer Support Agent at GigSky, I manage customer cases in Microsoft Dynamics 365, help with eSIM activation and setup, and resolve connectivity and device compatibility issues. I collaborate with internal technical teams to escalate complex issues appropriately, reduce repeat concerns, and continuously improve support processes and service quality.

Experience

Work history, roles, and key accomplishments

Current

Remote Customer Support Agent

Current

GigSky

May 2025 - Present (1 year 2 months)

Provided customer support via email and live chat, assisting with eSIM activation, setup, troubleshooting, and account inquiries. Managed cases in Microsoft Dynamics 365, resolved connectivity/service/device compatibility issues, and escalated complex problems while keeping customers informed.

Customer Support Email Support Live Chat ESIM Troubleshooting Account Support Microsoft Dynamics 365 Ticket Management Customer Onboarding Escalation Management Cross Functional Collaboration Customer Relationship Management

Current

Customer Support Agent

Current

GigSky

May 2025 - Present (1 year 2 months)

Provide email and live chat support for eSIM activation, setup, troubleshooting, and account-related inquiries. Manage customer cases in Microsoft Dynamics 365 and collaborate with technical teams to resolve escalated issues while maintaining high customer satisfaction.

Email Support Live Chat Support ESIM Setup Technical Troubleshooting Connectivity Issues Account Support Microsoft Dynamics 365 Ticket Management Escalation Management Customer Documentation Customer Satisfaction Cross Functional Collaboration

Technical Customer Support (Flowmono)

Revent Technologies

Aug 2023 - Apr 2024 (8 months)

Serve as the primary customer point of contact, delivering onboarding sessions, product demonstrations, and user training to improve adoption. Handle support requests in Zendesk, resolve issues with Product and Engineering teams, and produce troubleshooting guides and knowledge base documentation.

Customer Support Customer Onboarding Product Demonstrations Zendesk Ticket Management Troubleshooting Knowledge Base Technical Documentation Customer Feedback Analysis Cross Functional Collaboration

Technical Customer Support for Flowmono

Revent Technologies

Aug 2023 - Apr 2024 (8 months)

Served as primary customer point of contact, improving satisfaction by 25% through timely support and strong client relationships. Delivered onboarding, demonstrations, and training; managed Zendesk tickets and collaborated with Product and Engineering to resolve issues and reduce resolution time by 30%.

Customer Support Customer Relationship Management Onboarding Product Demonstrations User Training Zendesk Ticket Management Technical Troubleshooting Product Collaboration engineering collaboration Customer Feedback Analysis

Technical Support Engineer, Microsoft 365

Tek Knowledge

Jan 2023 - Aug 2023 (7 months)

Deliver first-line technical support for Microsoft 365 (Microsoft Teams and Skype) via email, chat, and remote support. Manage high ticket volumes while meeting service level agreements and maintaining a 4.5 CSAT rating through efficient diagnosis, troubleshooting, and escalation.

Microsoft 365 Support Microsoft Teams Skype Email Support Chat Support Remote Support Ticket Management Technical Troubleshooting CSAT Escalation Management Customer Feedback Analysis

Microsoft 365 Technical Support Engineer

Tek Knowledge

Jan 2023 - Aug 2023 (7 months)

Delivered first-line technical support for Microsoft 365, including Microsoft Teams and Skype, via email, chat, and remote support. Managed high daily ticket volume while maintaining SLAs and a 4.5 CSAT rating by diagnosing and resolving issues and guiding customers through troubleshooting steps.