Open to opportunities

Gabriel Beteta

@gabrielbeteta

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Bilingual customer support specialist skilled in SaaS troubleshooting and AI-assisted workflows.

Nicaragua

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What I'm looking for

I seek a remote, collaborative role in product or technical support where I can apply SaaS troubleshooting, AI-assisted automation, and documentation skills while growing into higher-impact support or product-facing responsibilities.

I am a bilingual customer support and product support specialist with hands-on experience across SaaS platforms, POS systems, and e-commerce tools. I have delivered technical support, QA feedback, and floor support while helping onboard and train new hires in fast-paced, remote environments.

I have supported products like Toast POS, Credit Karma, and Zwift, troubleshooting apps, sensors, hardware integrations, and account issues while using CRM and CMS tools to manage tickets and documentation. I leverage AI tools and prompt crafting to streamline workflows, assist QA, and improve support content.

I thrive on ownership, continuous learning, and improving processes through clear documentation, cross-functional collaboration, and automation to drive better customer outcomes.

Experience

Work history, roles, and key accomplishments

Product Support Specialist

Concentrix

Jun 2024 - Jul 2025 (1 year 1 month)

Provided technical support for Zwift SaaS platform, troubleshooting sensor and device compatibility issues, contributing to internal docs, and escalating product feedback to cross-functional teams.

SaaS Support Sensor Troubleshooting Notion Confluence Cross Functional Collaboration Documentation

Customer Service Representative

Webhelp

Oct 2023 - Jun 2024 (8 months)

Supported Credit Karma users via chat, phone, and email, assisting with account navigation and troubleshooting while participating in QA reviews and improving response documentation.

SaaS Support CRM QA Documentation Ticketing Systems

Customer Service & Order Processing

Flight CX

May 2022 - Dec 2022 (7 months)

Managed multichannel customer inquiries and order processing, documented interactions for QA, and contributed to SOPs to streamline order fulfillment and improve accuracy.

Order Processing Multichannel Support CRM SOP Development Documentation Attention To Detail Remote Collaboration

Customer Service & Technical Support

Ibex Globals

Feb 2020 - Jan 2022 (1 year 11 months)

Provided high-volume customer and technical support for Toast POS via chat, phone, and email, conducted QA on agent interactions, and supported onboarding and training for new hires to improve performance and resolution times.