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April M. — Mid-Level SaaS Customer Support Specialist from Philippines

April M.

Mid-Level SaaS Customer Support Specialist

Philippines 3-6 years 5 - 8 USD per hour
Open to offersNew to Platform
Languages
English
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About

April May T. is a seasoned Customer Support Specialist with over five years of experience in supporting SaaS platforms, and nearly two years in assisting Shopify-based DTC eCommerce brands and subscription services. Notably proficient in live chat and email support, software troubleshooting, and detailed account management, she has been recognized for achieving over 90% Customer Satisfaction (CSAT) and First Contact Resolution (FCR) rates. At Bentkey Services LLC, April adeptly handled 50–100+ customer inquiries daily through Zendesk, providing end-to-end support for a U.S.-based media company's eCommerce and subscription services. Her tenure at Conduent Business Services Philippines Inc. included providing technical support for Apple software, maintaining high CSAT ratings, and managing multiple live chat interactions efficiently. April's academic background in Information Technology from Cavite State University further complements her robust technical support capabilities.

Why hire me

Customer Support and Technical Support Specialist with over 5 years of experience supporting SaaS platforms and nearly 2 years supporting Shopify-based DTC eCommerce brands and subscription services. Experienced in live chat, email, and social media support, software troubleshooting, account management, billing, subscriptions, and order management. Recognized for maintaining 90%+ Customer Satisfaction (CSAT) and First Contact Resolution (FCR) while consistently meeting productivity and quality goals. Known for being dependable, adaptable, and solutions-oriented, with a strong ability to simplify technical concepts and deliver empathetic, customer-focused support. Thrives in fast-paced remote environments, learns new tools quickly, and collaborates effectively with cross-functional teams. Committed to building customer trust, improving retention, and contributing to a positive customer experience while supporting business growth.

Experience

  • Customer Support Specialist

    Bentkey Services LLC. · 2024 — Present
    Provide support for over 50 to 100 customer inquiries daily through live chat and email using Zendesk. Achieve high service quality while managing interactions during peak and off-peak periods. Handle billing concerns related to subscriptions and renewals using Recurly, and provide end-to-end customer and technical support for a subscription-based streaming service. Manage Shopify customer support tasks, including order updates, shipping inquiries, and subscription management. Respond to customer reviews and inquiries across various social media platforms, maintaining brand voice and ensuring accurate communication. Document customer interactions while following established SOPs and escalating complex issues when necessary.

  • Customer Service Associate

    Conduent Business Services Philippines Inc · 2020 — 2024
    Assist over 100 customer inquiries daily via live chat, providing precise technical support for SaaS applications and Apple software. Maintain high Customer Satisfaction (CSAT) and Issue Resolution (IR) rates by accurately diagnosing and solving issues. Provide troubleshooting for various Apple software services, including subscriptions and account management. Handle account support for Apple ID, managing tasks like password resets and data migration while adhering to security protocols. Document interactions and collaborate with teams to ensure timely resolution of issues.

  • IT Department Intern

    Cavite State University Imus Campus · 2019 — 2019
    Set up computer software, hardware, and peripherals while troubleshooting to enhance efficiency. Enter and encode documents using Microsoft Office applications for accurate record-keeping. Edit multimedia files for different projects and assist faculty with student enrollment tasks. Maintain schedules and manage calendar reminders for team meetings.