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Saphal Adhikari

@saphaladhikari

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Technical Support Specialist | SaaS Platforms & Shopify Stores

Nepal

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What I'm looking for

I am looking for a remote role that offers growth opportunities and values technical expertise.

Technical Support Specialist with 5+ years of experience providing L1/L2 support, troubleshooting SaaS platforms, resolving tickets across phone/email/chat, and improving support workflows. Strong track record: 5500+ tickets resolved, 90%+ First Contact Resolution, 98% satisfaction, and hands-on expertise with custom CRMs, Shopify, WordPress, APIs, and lightweight automation.

Experienced in onboarding customers, diagnosing hardware/software issues, documenting bugs, coordinating with development teams, and improving ticketing processes. Skilled in creating practical technical solutions, including a Shopify contact-for-freight popup system with Google Sheets integration and automated email alerts.

Experience

Work history, roles, and key accomplishments

Current

SaaS Technical Support Specialist

Current

Upwork

Feb 2020 - Present (5 years 9 months)

• Over 9000+ hours supporting global e-commerce clients (USA, AU, UK, CA) on Shopify & other
ecommerce platform product management, theme customization, and automations.
• Managed bulk product uploads (CSV & manual), SKU mapping, variant setup, and product
organization..
• Performed Shopify troubleshooting, theme tweaks, code adjustments (HTML/CSS/JS), and app
setup.

Technical Support Market Research Data Analysis CRM Systems Bug Reporting Client Communication Project Management Python HTML

Technical Support Specialist

GrowthZilla INC

Aug 2023 - Nov 2025 (2 years 3 months)

• Resolved 5500+ support tickets (phone, email, chat) with 90% FCR and consistent SLA
compliance.
• Conducted onboarding sessions for new customers, guiding them through software setup, hardware
configuration, and feature walkthroughs.
Promoted to Technical Support Lead, guiding the team and integrating solutions into client websites.