Open to opportunities

Irving Anglon

@irvinganglon

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Customer support representative with 5+ years in SaaS industry.

Dominican Republic

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What I'm looking for

I seek a role that fosters growth, values customer experience, and encourages collaboration.

With over five years of experience in the SaaS industry, I am a dedicated customer support representative skilled in providing exceptional service to clients of all sizes. My expertise lies in utilizing tools such as HubSpot, Intercom, and Confluence to efficiently manage and resolve customer issues. I thrive in both independent and team settings, consistently delivering a positive customer experience, even in remote environments.

Throughout my career, I have held various roles, including Tech Support Specialist and Customer Support Specialist, where I honed my technical skills and developed a deep understanding of customer needs. My ability to troubleshoot complex issues and collaborate with cross-functional teams has significantly contributed to customer retention and satisfaction. I am passionate about empowering customers and continuously seeking ways to enhance their experience with our products.

Experience

Work history, roles, and key accomplishments

Current

Customer and Technical Support Specialist

Current

Respond.io

Apr 2024 - Present (1 year 1 month)

Delivered high-quality support for a SaaS product, resolving inquiries and collaborating with teams to improve customer experience and product functionality.

Customer Support Technical Support SaaS Problem Solving Collaboration Communication Quality Improvement Customer Insights

Customer and Technical Support Specialist

Distru

Jan 2024 - Apr 2024 (3 months)

Provided chat support and collaborated with engineers to address technical cases, ensuring timely resolution of user issues.

Customer Support Technical Support Chat Support Collaboration Problem Solving Communication

Customer Support Specialist

Databox

Jan 2022 - Nov 2023 (1 year 10 months)

Delivered timely assistance through chat and email, helping users adopt the product and collaborating with teams to enhance customer retention and satisfaction.

Customer Support Chat Support Email Support Customer Retention Cross Functional Collaboration Product Knowledge

Technical Support Specialist

Databox

Jul 2022 - Feb 2023 (7 months)

Handled product bugs and technical assistance, collaborating with engineers and managing incidents to ensure smooth platform operations.

Technical Support SQL Incident Management Collaboration Troubleshooting Product Knowledge Communication

Tech Support Specialist

Abt Associates

Jul 2016 - Jan 2022 (5 years 6 months)

Provided quality remote technical support to employees and end users, troubleshooting hardware and software issues, and managing support requests effectively.

Technical Support Remote Management Troubleshooting Customer Service Documentation Incident Management Communication

Education

Degrees, certifications, and relevant coursework

Google

Certification, Information Technology

2021 - 2021

Completed Google IT Support program, acquiring skills in IT support, troubleshooting, and customer service in a technology-driven environment.

Technological Institute of Santo Domingo

Bachelor of Science, Telecommunications Technology

2010 - 2014

Studied System Engineering with a focus on Telecommunications Technology, gaining knowledge in various technical fields and developing problem-solving skills.