Jorge Diego Batalla Rivas

I’m a bilingual (Native Spanish / C1 English) Technical Support Specialist for SaaS platforms, focused on fast, accurate resolutions that customers can feel—especially when automation can’t handle the edge cases. I support worldwide customers through Zendesk and Intercom, combining first-contact resolution with Tier 2-level capability in DNS, custom domains, and hardware.

In my current role, I resolve T1 technical inquiries while also owning more complex escalations across the full platform ecosystem: website builder, custom domain routing, DNS configurations, and automations. I’m consistently rated above the 93% CSAT threshold and ranked Top #2 in productivity among ~50 support agents (not falling below my targets through disciplined, first-contact work).

Before this, I delivered US phone tech support through TTEC and led performance outcomes, earning #1 in Top Performance KPIs across 100+ agents on my campaign. I also bring an IT-and-hardware foundation—diagnosing hardware/software issues, installing OSes, and building high-performance PCs (including architecting and delivering an $80k USD B2B sale and building 50 i9-9900K workstations in one week). Outside support, I translate complex technical topics into clear content, growing a personal brand with 12M+ views, and I use frontier AI tools daily to strengthen both my support workflow and my technical communication.