Johana Velandia
@johanavelandia
Customer Success & Technical Support Specialist specializing in SaaS onboarding, platform adoption, and API troubleshooting.
ColombiaWhat I'm looking for
I’m a Customer Success and Technical Support professional with 5+ years of fully remote experience supporting SaaS and web platforms. I focus on turning customer needs into dependable platform outcomes through clear communication and fast, structured support.
In my roles, I’ve handled remote technical support via ticketing, email, and chat—consistently resolving 90%+ of tickets within SLA. I also manage and prioritize high-volume queues (40–60 tickets/week), triaging by urgency and business impact while coordinating escalations when needed.
I’m especially strong in client onboarding and platform adoption, including churn prevention through proactive guidance. I specialize in API troubleshooting (including Postman), access and connectivity issue diagnosis, and bridging the gap between non-technical users and product/engineering teams.
I build long-term support leverage through knowledge base documentation and repeatable resolution procedures. I’ve also supported front-end changes using HTML, CSS, and JavaScript, and even built an internal web-based calendar tool to improve team coordination.
Experience
Work history, roles, and key accomplishments
Technical Support Specialist
Educational Platform INCOL
Dec 2025 - Present (6 months)
Delivered remote technical support for an educational SaaS platform, resolving access issues, platform bugs, and system incidents for 100+ active users. Maintained first-response time under 4 hours using structured async workflows and prioritized tickets, while documenting recurring issues for faster self-service resolution.
Junior Web Developer
PRL S.A.S
Oct 2025 - Dec 2025 (2 months)
Developed and enhanced front-end modules for internal web applications using HTML, CSS, and JavaScript in line with UX/UI guidelines. Collaborated with stakeholders to address usability pain points and supported users during platform rollout, including assistance with corporate email services and application features.
Technical Support Specialist
MI.COM.CO
Nov 2019 - Feb 2025 (5 years 3 months)
Provided remote technical support via ticketing, email, and chat, resolving 90%+ of tickets within SLA while managing 40–60 tickets per week. Built an internal web-based scheduling calendar tool and maintained a knowledge base to reduce repeat support requests, collaborating with development and infrastructure teams to triage and escalate complex incidents.
Education
Degrees, certifications, and relevant coursework
Corporación Unificada Nacional de Educación Superior (CUN)
Bachelor of Science (B.Sc.), Systems Engineering
Earned a B.Sc. in Systems Engineering at Corporación Unificada Nacional de Educación Superior (CUN).
SENA
Technologist, Systems Analysis and Development
Completed a Technologist program in Systems Analysis and Development at SENA.
Availability
Location
ColombiaAuthorized to work in
Job categories
Skills
Interested in hiring Johana?
You can contact Johana and 90k+ other talented remote workers on Himalayas.
Message JohanaFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
