Jhon Alejandro Hincapie Henao
@jhonhincapie
Bilingual Customer Support Specialist delivering fast, accurate SaaS and technical troubleshooting.
ColombiaWhat I'm looking for
I’m a bilingual Customer Support Specialist with 3+ years of experience in SaaS support, technical troubleshooting, and client communication in remote environments. I’m known for diagnosing system issues quickly, managing workflows end-to-end, and delivering clear, timely support across chat, email, and video calls.
In my recent role as a Renewal Coordinator, I managed customer accounts and subscription workflows, ensuring accurate data, billing alignment, and service continuity. I handled high volumes of support requests through Zendesk and email, monitored account activity, and coordinated with sales and finance to improve retention and customer experience.
Before that, I supported customers as an IT Support Specialist and Technical Support Specialist, troubleshooting software, hardware, VPN connectivity, user access issues, connectivity problems, and device configuration while following structured processes. I’ve consistently maintained accurate CRM documentation, managed and documented tickets in ServiceNow, and collaborated cross-functionally to resolve issues and improve user experience—always with a strong focus on problem-solving, data accuracy, and fast execution.
Experience
Work history, roles, and key accomplishments
Managed subscription lifecycles and international school client accounts to ensure continuous service delivery and portfolio growth through proactive relationship management. Resolved billing and service inquiries via email and tickets, partnering with finance and sales while using CRMs to track account health, retention, and upsell opportunities.
Provided remote IT support for user accounts, devices, and applications, diagnosing and resolving incidents as they occurred. Managed ServiceNow support tickets with timely, well-documented solutions and consistently met service quality standards.
Customer Service Representative
Intelcia
Oct 2022 - Jul 2023 (9 months)
Resolved billing, technical, and service issues for telecommunication clients with prompt, effective solutions. Assisted customers with in-account updates and troubleshooting, provided product training, maintained thorough interaction documentation, and achieved high quality assurance scores.
Education
Degrees, certifications, and relevant coursework
EFSET
EFSET Certificate, English Proficiency
Earned an official EFSET English certificate.
I.E. Padre Roberto Arroyave Velez
High School Diploma, High School
Earned a High School Diploma at I.E. Padre Roberto Arroyave Velez in San Pedro de los Milagros, Colombia.
MIT Professional Education
Artificial Intelligence and Productivity, Artificial Intelligence & Productivity
Completed professional education focused on artificial intelligence and productivity with MIT.
Business English, Business English
Completed Business English training through Google.
Power BI & Excel
Power BI & Excel, Power BI and Excel
Completed training in Power BI and Excel.
MIT Professional Education
Internet of Things, Internet of Things (IoT)
Completed professional education focused on the Internet of Things (IoT) with MIT.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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