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R Prihananto

@rprihananto

Technical support specialist at PublishPress who supported 11 WordPress plugin products and helped customers resolve product issues.

Indonesia

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What I'm looking for

I'm seeking new opportunities in Customer Support, Technical Support, Customer Experience, or related fields where I can contribute my skills and continue growing professionally.

At PublishPress, I supported 11 WordPress plugin products and worked with development teams on critical issues and product improvements. I helped more than 100 customers monthly, troubleshooting plugin and website problems and handling payment requests through Stripe.

At Detrack System, I supported customers adopting the SaaS product through onboarding sessions and product demos. I also identified technical issues for the development team and helped nurture leads through HubSpot.

At RedAwning, I assisted property owners and managers after onboarding, resolving account, listing, and technical issues. I also troubleshot data synchronization between property management systems and booking platforms.

At Hostinger Group, I created and maintained customer success training materials, supported onboarding, and managed workforce scheduling and reporting. Earlier, as a Customer Success Specialist, I handled customer inquiries and technical troubleshooting through chat, email, and phone.

Experience

Work history, roles, and key accomplishments

Technical Support Specialist

PublishPress

Jun 2024 - Aug 2026 (2 years 2 months)

Provided technical support for 11 WordPress plugin products, assisting 100+ customers monthly via HelpScout, FreeScout, and WordPress Forums. Managed payment-related requests through Stripe and created detailed bug reports in GitHub Issues.

WordPress Help Scout Freescout Stripe Issues Troubleshooting APIs Customer Support

Product and Onboarding Specialist

Detrack System

Jun 2022 - Apr 2025 (2 years 10 months)

Assisted 200+ customers monthly in adopting the SaaS product via Live Chat (Intercom) and Email (HubSpot). Conducted 20+ onboarding sessions and 30+ product demos per month, and escalated technical issues to development through Jira.

Intercom HubSpot Jira SaaS Onboarding Product Demonstrations Customer Support Lead Nurturing

Host Support

RedAwning

Feb 2022 - May 2022 (3 months)

Assisted U.S.-based Property Owners and Managers during post-onboarding, resolving account, listing, and technical issues via Freshdesk. Investigated property data and coordinated with internal teams to ensure accurate synchronization across booking channels.

Freshdesk Property Management Systems Escapia Barefoot HomeAway Airbnb Expedia Booking.Com VRBO Troubleshooting Data Synchronization

Customer Success Trainer/Operation

Hostinger Group

Feb 2019 - Jan 2022 (2 years 11 months)

Developed global onboarding and training materials for Customer Success Agent trainees, and managed workforce scheduling for a team of 77 Specialists and 7 Team Leaders. Generated monthly payroll and workforce reports and facilitated cross-functional meetings.

Trello GitHub Markdown Monster Training Onboarding Workforce Management Scheduling Payroll Employee Engagement Quality Assurance

Customer Success Specialist

Hostinger Group

Mar 2018 - Jan 2019 (10 months)

Delivered customer support via Live Chat (Intercom), email, and phone, managing 50-60 inquiries daily. Diagnosed and resolved technical issues, maintained product knowledge, and consistently met SLAs for response times.

Intercom Troubleshooting Customer Support SLA Management Product Knowledge Escalation Management Documentation