Godwin Ekanem
@godwinekanem
Technically-minded SaaS Customer Support Specialist focused on resolution.
NigeriaWhat I'm looking for
I am a technically-minded Customer Support Specialist with five years of remote SaaS experience, delivering high-quality troubleshooting, user onboarding, and retention strategies while managing 100+ technical inquiries weekly. I leverage analytical thinking and a B.Sc. in Economics to perform root-cause analysis, reproduce and document software issues, and bridge the gap between users and engineering teams.
I have maintained knowledge bases, created technical SOPs and visual workflows in Canva, and automated response templates using Gemini AI with a 98% accuracy rate. I am experienced with Zendesk, HubSpot, Salesforce, Stripe, and basic HTML and email deliverability concepts, and I am fully committed to the 6 am–3 pm UTC operational shift.
Experience
Work history, roles, and key accomplishments
Lead Generation Specialist
Freelance
Jan 2023 - Present (3 years 5 months)
Performed deep-dive research to identify and qualify high-value leads, maintaining a 98% data integrity rate and managing customer reviews on third-party platforms to protect brand reputation.
SaaS Technical Support Specialist
Chatspace
Jan 2020 - Present (6 years 5 months)
Managed 100+ weekly technical inquiries for a remote SaaS product, resolving setup issues and debugging user-reported errors while conducting root-cause investigations and providing reproducible bug reports to product teams.
Administrative Support Specialist
RemoteVirtual Assistant
Jan 2020 - Jan 2023 (3 years)
Coordinated remote team workflows and multi-timezone scheduling, verified accounts for security compliance, and drafted internal policies and visual workflow diagrams to improve support-to-engineering handoffs.
Education
Degrees, certifications, and relevant coursework
University of Port Harcourt
Bachelor of Science, Economics
Completed a Bachelor of Science in Economics with coursework supporting data-driven problem solving and analytical approaches to business challenges.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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