Open to opportunities

Mellisa Mpofu

@mellisampofu

Message

Tech-savvy Tier 2 Technical Support Advisor delivering high CSAT.

Portugal

Message

What I'm looking for

I seek a customer-focused technical support role in a collaborative, fast-paced company where I can resolve complex issues, contribute to knowledge bases, support onboarding, and continue developing skills in SaaS/IaaS and incident response.

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.

Zendesk Asana Trello Zuora Salesforce Help Center Development SaaS IaaS

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.