I've supported customers across SaaS platforms at Tungsten Automation Printix and Hyland Software, resolving technical issues through discovery, troubleshooting, and clear documentation.
At Printix, I supported more than 100 customers, reduced resolution time by 40%, cut escalations by 30%, and achieved a 95% first-call resolution rate. At Hyland, I supported more than 200 customers, reduced downtime by 30%, and partnered with product teams to create user-friendly training resources.
In my current role at Blaster Holdings, I provide product guidance, answer technical questions, process warranty claims through FreshDesk, and create response templates for common issues. I enjoy translating technical concepts into practical guidance that helps customers and teams work more effectively.
