ISLA MELIGI

• Resolved advanced SaaS product issues across Freshdesk and Freshservice platforms.

• Managed escalated cases, collaborating with engineering teams to identify root causes.

• Mentored junior support specialists and improved team efficiency through shared best practices.

• Authored internal knowledge base articles to streamline troubleshooting processes.

• Maintained strong CSAT scores and SLA compliance with high-priority clients.

• Provided frontline support for Freshworks’ customers, handling hardware, software, and connectivity issues.

• Delivered solutions via chat, email, and phone while simplifying technical explanations for users.

• Escalated complex cases effectively and learned SaaS troubleshooting workflows.

• Contributed to customer satisfaction growth through empathetic and solution-focused support.

• Provided technical support through troubleshooting software and hardware issues for diverse user groups.
• Assisted in resolving customer inquiries via phone, email, and chat platforms.

• Taught large classes (up to 60 students) and one-to-one sessions with gifted students across different grade levels.

• Designed lessons that simplified complex math concepts and improved student performance.

• Communicated progress reports to parents and maintained regular feedback channels.

• Recognized with a “Best Teacher of the Year” award for outstanding teaching performance.

• Assisted students with troubleshooting hardware, software, and login/access issues.

• Supported lab equipment maintenance and software installation.

• Guided students in using academic software, email, and college online systems.

• Provided clear and patient technical help, contributing to a smooth lab environment.