Edvann Sandoval
Lakeville,MN
Summary
Technical Support Specialist / Product Support Specialist with experience in SaaS and product platforms, providing live chat, email, and screenshare support. Skilled in troubleshooting complex platform issues, guiding users through product setup, and collaborating with internal teams. Adept at identifying root causes, escalating issues to engineering teams, and contributing to process improvements that enhance product reliability and customer satisfaction.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Product Support Specialist
Datasite
08.2024 - Current
- Provide front-line support via chat, email, and screenshare, assisting clients with SaaS platform setup, troubleshooting, and user guidance.
- Guide clients through Datasite’s SaaS platform, offering technical troubleshooting, product expertise, and user training to improve adoption and reduce repeat issues.
- Handle a wide range of requests, including compliance deactivations, product/project setup questions, and reviewing exported project data and reports.
- Deliver clear instructions for capturing HAR files and browser logs, coordinating with Engineering for escalations on technical issues.
- Access JIRA to track bug updates, monitor escalated issues, and stay informed on resolution progress.
- Maintain detailed case documentation and contribute to knowledge base articles to improve efficiency and client self-service resources.
- Collaborate cross-functionally with Product, Engineering, and Compliance teams to escalate complex issues and provide actionable user feedback.
- Develop strong product knowledge and client-facing communication skills to ensure a seamless, professional support experience.
- Train new team members on product functionalities and support protocols, ensuring service consistency.
Software Support Specialist
Inside Real Estate
Carlsbad (Remote), CA
05.2023 - 06.2024
- Delivered Tier 1 SaaS support for a nationwide CRM platform used by real estate professionals, resolving client issues via chat, email, and phone.
- Troubleshot CRM software, user websites, and lead automation tools (Zapier integrations, HTML adjustments, API-based connections); escalated complex cases with clear documentation to Tier 2 and engineering.
- Collaborated with internal teams using browser developer tools (including HAR files) to help diagnose front-end errors and data discrepancies.
- Created and maintained detailed knowledge base articles to support faster resolution and consistent processes.
- Collaborated with Product and Development teams to communicate trends, feature requests, and technical feedback from customers.
- Supported customer onboarding, product adoption, and workflow optimization to improve retention and upsell opportunities.
Product Support Specialist - (Contract)
TEKsystems
Remote, MN
12.2022 - 05.2023
- Delivered front-line customer support via chat and phone, assisting users with account access, navigation, and general product questions for a tax software platform.
- Assisted customers navigating web applications and multiple computer systems.
- Guided customers through software workflows, helping them complete tasks accurately and efficiently.
- Identified and documented common user issues and escalated complex technical problems to senior support or engineering teams.
- Maintained detailed case notes to ensure accurate records and support knowledge sharing.
- Developed strong communication, empathy, and problem-solving skills to ensure a positive customer experience.
Entry Level Computer Support Assistant (Contract)
Upwork
Remote, MN
01.2022 - 07.2022
- Delivered exceptional customer service to end-users by providing technical support related to Microsoft Products such as MS Office, Windows Operating System, and other Microsoft Applications.
- Field client phone calls, and emails and create tickets. Ensure all tickets are updated with accurate
information. - Provide basic application support and desktop troubleshooting.
- Escalate tickets as needed.
- Establish accounts for new users and assist with password or login problems.
- Assisted in data entry and data scrubbing projects.
- Delivered responsive customer support to enhance user satisfaction.
Education
Associate Degree - Information Technology
Riverland Community College
Albert Lea, MN08.2021
Skills
- Technical/Software/Product Support
- Troubleshooting
- Customer Support Platforms
- Remote Support
- Security protocols
- Web technologies
- Self-Management
- Cross-functional collaboration
- HTML/CSS Basics
- CRM software
- Adaptability and flexibility
Certification
- Google AI Essentials - Google, 2025-09
- The Complete Python Bootcamp From Zero to Hero – Udemy, 2023-04
- Google IT Support Specialization – Google, 2022-09
Languages
English
Native or Bilingual
Timeline
Product Support Specialist
Datasite
08.2024 - Current
Software Support Specialist
Inside Real Estate
05.2023 - 06.2024
Product Support Specialist - (Contract)
TEKsystems
12.2022 - 05.2023
Entry Level Computer Support Assistant (Contract)
Upwork
01.2022 - 07.2022
Associate Degree - Information Technology
Riverland Community College
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