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Immaculatta N. — Mid-Level SaaS Customer Support Specialist from Nigeria

Immaculatta N.

Mid-Level SaaS Customer Support Specialist

Nigeria Less than 1 year
Open to offersNew to Platform
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About

Immaculatta N. is a Community & Support Specialist with over three years of experience in SaaS customer support and digital community engagement. Based in Lagos, she has advanced expertise in managing and resolving high volumes of user queries through Zendesk and Jira, handling 200+ tickets weekly and consistently achieving service level agreements. At Helicarrier, she authored and maintained help center documentation, led webinars to improve online community interaction, and analyzed user feedback to enhance product features. Her background includes roles in environmental health, where she organized public health outreach and compliance inspections at Enugu State Ministry of Environment & Mineral Resources. Immaculatta's skill set covers community management on platforms such as Discord and Reddit, troubleshooting technical issues, and integrating tools via APIs & OAuth 2 authentication, alongside data analytics using Google Sheets and Power BI.

Experience

  • Community & Support Specialist

    Helicarrier · 2022 — 2025
    Managed over 200 support tickets weekly utilizing Zendesk and Jira. Authored and revised more than 15 help center articles to address user inquiries, resulting in a decrease of 30% in repetitive questions. Conducted webinars and Q&A sessions to enhance community engagement. Collected user feedback to inform product feature improvements, contributing to the overall user satisfaction.

  • Intern

    Enugu State Ministry of Environment & Mineral Resources · 2021 — 2021
    Performed inspections on over 50 public premises to verify compliance with health regulations. Assisted in air and water quality assessments that contributed to regional environmental reporting. Organized outreach programs that educated more than 500 residents about health issues.

Skills & Expertise

Full Stack DeveloperCommunity Manager (Discord)Customer SupportCustomer ServiceCommunity Manager

Education

  • Bachelor of Environmental Health Science
    Nnamdi Azikiwe University · — — 2021

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