Open to opportunities

Juan Diego Torres

@juandiegotorres

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Technical Customer Support Specialist focused on SaaS and e-commerce retention through empathetic, high-KPI support.

Colombia

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What I'm looking for

I’m looking for a remote-first role where I can deliver fast, empathetic Level 1–2 SaaS and e-commerce support, partner cross-functionally, and improve retention with strong CSAT and efficient resolution.

I’m a bilingual Technical Customer Support Specialist with 5+ years of Level 1–2 experience across SaaS and e-commerce platforms. I de-escalate complex situations and translate technical concepts into clear, user-friendly guidance while collaborating cross-functionally to improve retention.

I’ve maintained a 96% CSAT score while managing high-volume ticket queues in Zendesk and Freshdesk. In fast-paced environments, I resolve 50+ daily customer tickets, keep SLA compliance, and handle order reviews, claims coordination, and compensation processing with consistent on-brand, empathetic communication.

I also support merchants through Shopify by troubleshooting payment gateways, theme customization, app integrations, and account access—while exceeding KPIs like CSAT, AHT, and first-contact resolution. Beyond support, I bring content, knowledge-base, video, social media, and SEO/reputation management experience that helps me strengthen user education and proactive documentation.

Experience

Work history, roles, and key accomplishments

Current

Customer Specialist Consultant

Current

SupportYourApp · Mixtiles

Sep 2025 - Present (11 months)

Resolved 50+ daily customer tickets via email in a fast-paced e-commerce environment while maintaining SLA compliance and high CSAT scores. Managed order reviews, claims coordination, and compensation processing.

Customer Support Email Support Ticket Resolution SLA CSAT Order Management Claims Handling

E-Commerce Technical Support Advisor

Shopify

Apr 2025 - Sep 2025 (5 months)

Provided concurrent live chat and email support to Shopify merchants, troubleshooting payment gateways, theme customization, app integrations, and account access. Consistently exceeded support KPIs including CSAT, AHT, and first-contact resolution rate.

Live Chat Email Support Technical Troubleshooting Payment Gateways Account Access KPI Tracking CSAT AHT

Content & Media Producer

Blue Ocean Global Technology · Girl Power USA

Nov 2024 - Apr 2025 (5 months)

Produced video and multimedia content to communicate company objectives and support user education initiatives. Developed cross-functional communication strategies to address user pain points and improve knowledge base clarity.

Video Production Multimedia Content User Education Cross Functional Communication Knowledge Base Writing Content Strategy

Reputation Management SEO Specialist

Blue Ocean Global Technology

Sep 2024 - Nov 2024 (2 months)

Performed keyword research and on-page optimizations to improve website visibility and mobile responsiveness. Enhanced internal linking and content flow to improve the digital user journey and page load performance.

SEO Keyword Research Internal Linking Content Flow Optimization Web Performance

Social Media Support

Girl Power Talk · InDrive App

Aug 2023 - Aug 2024 (1 year)

Managed high-volume public inquiries and reviews across Instagram, Facebook, and Twitter for a global ride-hailing app. Responded to complex user concerns in a timely and empathetic way to protect brand reputation.

Social Media Support Brand Reputation

Human Resources Assistant

Universidad Autónoma de Occidente

Feb 2021 - Aug 2022 (1 year 6 months)

Maintained HR databases and documentation with 100% accuracy and compliance with university policies. Supported logistics for institutional events including forums, conferences, and academic exhibitions.

HR Documentation Compliance Event Logistics Administrative Support

Web Hosting Technical Support Advisor

Sparked Host

Jul 2020 - Dec 2020 (5 months)

Evaluated client technical requirements to recommend optimal server configurations (RAM, CPU, latency) tailored to their needs. Created educational video tutorials to help customers self-serve and reduce repetitive support tickets.

Web Hosting Support Technical Server Configurations RAMS CPU Educational Videos Technical Communication

Customer Service & Sales Associate

Calzarte

Feb 2020 - Jul 2020 (5 months)

Provided personalized product recommendations through active listening and needs assessment. Resolved on-site complaints using conflict resolution skills while maintaining a positive brand reputation.

Customer Service Sales Support Active Listening Needs Assessment Conflict Resolution