Open to opportunities

Joel Ansor

@joelansor

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Customer Care and Technical Support Specialist with 5+ years delivering high-quality SaaS and IT support.

Nigeria

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What I'm looking for

I’m looking to grow in customer-facing technical support where accurate CRM documentation, strong SLA performance, and fast issue resolution matter. I want to collaborate closely with Product and Engineering to solve escalations and improve the customer experience.

I’m a Customer Care and Technical Support Specialist with over 5 years of experience supporting SaaS and IT environments through email, live chat, and phone. I’m driven by high-quality resolution and accurate documentation, backed by a proven 93% resolution rate and strong CRM tracking.

In my most recent role as a Customer Experience Agent at PlayAI (Remote), I managed high-volume inbound inquiries and resolved 88% of issues at first contact, including product inquiries, billing, and API troubleshooting. I processed refunds and subscription adjustments via Stripe with high data accuracy and kept every interaction properly documented in CRM to ensure tracking and follow-up.

Before that, I supported B2B Microsoft 365 environments as a Technical Support Advocate at Tek Experts, resolving 2,000+ cases and maintaining 99% SLA compliance through detailed case documentation. I also bring hands-on technical confidence from troubleshooting hardware/software issues at Oyafix, and I’m detail-oriented, customer-focused, and effective in remote collaboration with cross-functional teams.

Experience

Work history, roles, and key accomplishments

Customer Experience Agent

PlayAI

Aug 2023 - Jun 2025 (1 year 10 months)

Managed high-volume inbound inquiries via email, live chat, and web, resolving 88% of issues at first contact across product, billing, and API troubleshooting. Processed refunds and subscription adjustments via Stripe and documented interactions in CRM to support proper tracking, follow-up, and SLA targets.

Inbound Support Live Chat Email Support Refund Tracking Subscription Management Stripe SLA Management

Technical Support Advocate

Tek Experts

Feb 2022 - Aug 2023 (1 year 6 months)

Provided B2B Microsoft 365 technical support, resolving over 2,000 cases with 99% SLA compliance and detailed case documentation. Reduced follow-up time by 20% through precise documentation and proactive communication.

Microsoft 365 Support Troubleshooting SLA B2B Customer Support Technical Communication Case Management

Technical Support Engineer

Oyafix

May 2021 - Feb 2022 (9 months)

Diagnosed and resolved hardware and software issues while improving customer satisfaction through empathetic communication and structured troubleshooting. Maintained accurate service and repair documentation to support consistent issue resolution.

Customer Communications Documentation Repair Documentation Technical Support Root Cause Analysis Remote Support

Customer Service Representative

Sunfit International Ltd

May 2019 - May 2021 (2 years)

Managed over 500 monthly bookings and customer inquiries, maintaining a 98% customer satisfaction rate. Performed CRM data entry and coordinated with internal teams to support order fulfillment.

Customer Service Booking Management Data Entry order fulfillment Customer Satisfaction Cross functional Coordination Administrative Support Complaint Handling