# Farid Azuara

Farid Azuara is a remote worker on Himalayas, Customer Support Agent at Salesloft, based in Mexico.

Source: https://himalayas.app/@faridazuara

```text
Technical support professional at Salesloft who built a case desk and troubleshooting assistant.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Mexico |
| Authorized to work in | Mexico |
| Salary expectations | 420k+ MXN |
| Job categories | Technical Support Specialist, Customer Support Agent, Service Desk Analyst |
| Skills | Tier 1 Helpdesk Support, SaaS Support, Ticket Triage, Ticket Categorization, Escalation Management, Technical Troubleshooting, Bug Investigation, Root Cause Analysis, API Integration, OAuth, CRM Integration, Knowledge Base Authoring, Technical Writer, hardware troubleshooting, Software Troubleshooting |
| LinkedIn | https://linkedin.com/in/farazuara |

## What I'm looking for

```text
I'm looking for remote technical support work with structured ticket workflows, customer troubleshooting, and opportunities to investigate and escalate product issues. I'm available for shift-based schedules and weekend rotations.
```

## About

```text
At Salesloft, I diagnosed complex cases across the Salesloft SaaS platform and Salesforce, HubSpot, and Microsoft Dynamics integrations. I reviewed API requests and browser network logs to investigate issues, then translated CRM sync and automation behavior into clear customer guidance.

I built a case desk for researching customer information and a troubleshooting assistant to support case investigations. I also reported product bugs through detailed tickets and updated customer-facing and internal documentation.

At CompuCom, I provided first-line support for hardware, software, and connectivity incidents. I improved documentation and processes to reduce average ticket resolution time by 20%, and authored knowledge base articles that supported user self-service.
```

## Experience

### Customer Support Agent

[Salesloft](https://himalayas.app/companies/salesloft). Sep 2025 - Nov 2026

```text
Identified and reported product bugs through detailed tickets, collaborating with engineering and product teams to escalate and resolve complex issues. Diagnosed and resolved 70+ complex cases per week across CRM integrations and the Salesloft SaaS platform.
```

Skills: Salesforce, HubSpot, Microsoft-Dynamics, SalesLoft, Jira, Google-Workspace, OAuth, API-Integration, Claude, Gemini

### Service Desk I

CompuCom. Jul 2024 - Aug 2025

```text
Categorized, documented, and escalated tickets in ServiceNow by severity and complexity, keeping response times efficient. Delivered first-line technical support by chat, email, phone, and screen share on a shift-based schedule.
```

Skills: ServiceNow, LogMeIn-Rescue, BeyondTrust, Microsoft-Teams

## Education

### Instituto Tecnológico Superior de Poza Rica

Bachelor of Engineering, Nanotechnology Engineering

```text
Bachelor of Nanotechnology Engineering degree from Instituto Tecnológico Superior de Poza Rica, completed in 2023.
```

## Tech stack

- BeyondTrust
- Salesforce
- Slack
- Jira
- PowerShell
- HubSpot
- macOS
- Windows
- Google Workspace
- Gemini
- Zoom
- SalesLoft
- ServiceNow
- Claude

To contact Farid, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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