Open to opportunities

Thomas Borges

@thomasborges

SaaS customer support specialist onboarding customers and improving product adoption with AI-assisted documentation and troubleshooting.

United States

Message

What I'm looking for

I want to keep supporting SaaS customers end-to-end—onboarding, troubleshooting, and improving product adoption—while using AI tools to strengthen documentation, ticket triage, and the overall customer experience.

I support 200+ SaaS customer accounts at MyWiFi Networks, handling onboarding, technical issues, and product questions through email, chat, and Zoom while driving adoption and maintaining 97%+ CSAT. I partner with Product and Engineering to reproduce bugs, document findings in Jira and Linear, and surface feature enhancements based on support trends.

I also build and maintain customer-facing documentation and knowledge base content, then apply AI tools like ChatGPT, Claude, and NotebookLM to improve research, documentation, ticket triage, and customer communications. Before that, I provided onsite technical support for investment professionals at NWN Corporation, keeping critical workstations and software running with minimal downtime.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

MyWiFi Networks

Jan 2015 - Present (11 years 7 months)

Provided product support for 200+ SaaS customer accounts through email, chat, and Zoom, resolving technical issues and driving product adoption while maintaining 97%+ CSAT.

HubSpot Zendesk Intercom Jira Linear ChatGpt Claude NotebookLM Notion

Technical Support Engineer

NWN Corporation – Morgan Creek Capital Management

Provided onsite technical support for investment professionals in a financial services environment, configuring and supporting business-critical workstations and software applications.