Mellisa Mpofu
@mellisampofu
Tech-savvy Tier 2 Technical Support Advisor delivering high CSAT.
PortugalWhat I'm looking for
I am a proactive Tier 2 Technical Support Advisor with hands-on experience in SaaS and IaaS environments, supporting both hardware and software issues across global, fast-paced support settings. I consistently achieved 90-100% NPS/CSAT and was promoted to Tier 2 within two months at Foundever due to high performance.
I have strong experience with CRM and ticketing systems including Salesforce, Zendesk and Zuora, and I use collaboration and project management tools such as Asana, Trello, Miro and Slack to streamline support workflows and contribute to Help Center development. I also supported onboarding for new cohorts and participated in incident response projects employing Power BI and CS Forensics.
I bring fluent English (C2), security awareness from incident response work, and a commitment to rapid problem resolution and teamwork. I am comfortable working remotely and across multiple platforms to meet KPIs and deliver excellent customer outcomes.
Experience
Work history, roles, and key accomplishments
Tier 2 Technical Support Advisor
Foundever
Jun 2024 - Mar 2025 (9 months)
Provided Tier 2 technical support for an AI sports camera company, resolving software and hardware issues, contributing to Help Center development, and managing subscription workflows; promoted to Tier 2 within two months and consistently achieved 90–100% NPS/CSAT while meeting all KPIs.
Customer Service Representative
Manpower Group Portugal
Nov 2023 - Apr 2024 (5 months)
Supported customers for a fashion brand handling purchases, returns, refunds and account queries across phone, chat and email, averaging 35–40 interactions daily and maintaining high NPS/CSAT; participated in an incident response pilot using CS Forensics and Power BI.
Education
Degrees, certifications, and relevant coursework
Centre for Development Studies
Professional Certificate, Monitoring & Evaluation
Completed a Professional Certificate in Monitoring & Evaluation focusing on program monitoring, evaluation methods, and data use for decision-making.
Rio Tinto Zhombe High School
National Foundation Certificate, Computer Operations
Completed a National Foundation Certificate in Computer Operations & Packages covering computer fundamentals and common productivity software.
Availability
Location
PortugalAuthorized to work in
Website
cdscollege.comJob categories
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