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Samuel Archibong

@samuelarchibong

Technical Support Specialist with 7+ years of experience in Forex, Crypto, and Fintech, focused on delivering fast, reliable, trader-centric support.

Nigeria

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What I'm looking for

I am seeking a role that values collaboration and offers opportunities for professional growth in a dynamic environment.

Proactive Technical Operations and Support Specialist with 7+ years of experience across fintech, crypto, and digital platforms, specializing in Product Support, Technical Support, and Customer Success. Proven ability to support product enablement initiatives, coordinate cross-functional communication, and deliver effective product training and customized training materials.

Experienced in managing 100+ weekly technical and customer support cases, improving escalation efficiency by 30%, and reducing repeat issues through strong analytical skills, problem solving, and structured documentation. Skilled in technical report generation, Microsoft Excel, and access control, with a solid understanding of insurance-related terminology.

Recognized for strong communication skills, stakeholder coordination, and the ability to support product growth in fast-paced, remote environments.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Associate

Current

Axcera

May 2025 - Present (1 year)

Managed 100+ weekly technical requests with high SLA compliance, improved escalation turnaround by 25%, and reduced recurring issues through documentation. Supported product improvements, QA, and cross-functional coordination to enhance system stability and delivery.

Product Support Product Success Technical Support Technical Writing Technical Documentation Technical Troubleshooting Customer Support Customer Service Customer Success Customer Onboarding Remote

Current

Customer Support Agent

Current

TopTier Trader

Jan 2024 - Present (2 years 4 months)

Provided first-line support for proprietary trading clients, resolving technical and platform-related queries. Assisted with onboarding licensees and collaborated with internal teams to resolve complex trading issues.

Customer Support Technical Troubleshooting Jira Onboarding Documentation Remote Collaboration Communication

Customer Service Representative

Audacity Capital

Mar 2023 - Jan 2024 (10 months)

Provided support to proprietary trading licensees, handling high-volume queries and communicating product features with clarity. Documented recurring technical issues to support improvements.

Customer Support Communication Technical Troubleshooting

Customer Service Representative

Oncore Leads

Aug 2022 - Jul 2023 (11 months)

Supported financial service users via email and chat, handling operational queries and technical troubleshooting. Collaborated with developers to flag systemic issues.

Customer Support Technical Troubleshooting Email Support Collaboration Communication

Customer Service Representative

Outsource Global Technologies Limited

Oct 2021 - Nov 2022 (1 year 1 month)

Responded to client inquiries related to fintech services, providing support with integration issues and maintaining records of issue resolution.

Customer Support Fintech Integration Communication

Education

Degrees, certifications, and relevant coursework

TEFL Professional Development Institute

Certification, Teaching English as a Foreign Language

2021 - 2021

Achieved a TEFL certification, equipping with skills to teach English as a foreign language effectively.

Afe Babalola University

Bachelor of Science, Peace and Conflict Management

2012 - 2016

Studied Peace and Conflict Management, focusing on the dynamics of conflict resolution, negotiation strategies, and the impact of peacebuilding initiatives in various contexts.

Digital Nigeria

Certification, Cybersecurity

2020 -

Completed a certification in Cybersecurity, covering essential topics such as network security, risk management, and the protection of information systems.