Tech Support Specialist for Happy Customers & Scalable SystemsBrigitte Demba
I build support systems that resolve issues quickly, keep your customers happy, and lift CSAT without burning out the team. I’ll configure your helpdesk, craft the playbooks, automate the busywork, and drive a weekly rhythm so quality keeps compounding.
What's included
Support Playbook & SLA Policy
Notion board defining channels, support hours, FRT (First Response Time), and MTTR (Mean Time to Repair) targets, priorities, and escalation rules. Includes 2 revision rounds.
Helpdesk Setup / Optimization
Configuration for Zendesk, Gorgias, Freshdesk, Intercom, or HubSpot Service Hub: views/queues, tags, macros, triggers, routing, and roles/permissions. Includes 2 revision rounds.
Knowledge Base (KB) & Self-Service
10–20 core articles (FAQs, WISMO, returns/exchanges, troubleshooting trees) with structure, tags, and a feedback loop. Includes 2 revision rounds.
Macros & Templates Library
Tone-consistent reply library (order issues, billing, tech troubleshooting, refunds/exchanges) with placeholders and dynamic fields. Includes 2 revision rounds.
Escalation Map & Incident Response
Clear L1→L2→Eng flow, on-call norms, Slack/Teams war-room template, status page comms, and post-mortem template. Includes 1 revision round.
QA & Coaching Rhythm
QA rubric, sampling plan, calibration sessions, and targeted coaching notes; tracks CSAT and adherence. Includes 1 revision round.
Reporting & Analytics
Weekly dashboard for volumes, FRT, ART/MTTR, CSAT, backlog, deflection, and top contact drivers; insights + actions. Includes 2 revision rounds.
Tooling & Automations (Light)
3–6 automations across helpdesk/Slack/Notion/Aircall/Google Workspace (auto-tagging, SLA alerts, triage, follow-ups, renewals). Includes 2 revision rounds.
Onboarding & Training
L1/L2 skills matrix, 30/60/90 plan, quick-hit videos or GIFs, and shadowing checklist. Includes 1 revision round.
Integrations & SSO Hygiene (Light)
Hookups with Shopify/Stripe/Recharge/Shippo/CRM; SSO/SCIM guidance and permissioning checklist. Includes 1 revision round.
Security & Access
Least-privilege matrix, audit checklist, and offboarding flow. Includes 1 revision round.
Handover Pack
All links, SOPs, dashboards, admin notes, and a 40-minute handover call.
Revisions Policy
Unless stated, each deliverable includes 1–2 revision rounds. Additional revisions or added scope can be billed as add-ons.
FAQs
Starting at$1,400 /wk
Tags
Asana
ClickUp
Intercom
Jira
Notion
Customer Success Manager
QA Tester
Technical Support Specialist
Service provided by
Brigitte Demba maxKenya
- $25k+
- Earned
- 3
- Paid projects
- 4.96
- Rating
- 102
- Followers
Tech Support Specialist for Happy Customers & Scalable SystemsBrigitte Demba
Starting at$1,400 /wk
Tags
Asana
ClickUp
Intercom
Jira
Notion
Customer Success Manager
QA Tester
Technical Support Specialist
I build support systems that resolve issues quickly, keep your customers happy, and lift CSAT without burning out the team. I’ll configure your helpdesk, craft the playbooks, automate the busywork, and drive a weekly rhythm so quality keeps compounding.
What's included
Support Playbook & SLA Policy
Notion board defining channels, support hours, FRT (First Response Time), and MTTR (Mean Time to Repair) targets, priorities, and escalation rules. Includes 2 revision rounds.
Helpdesk Setup / Optimization
Configuration for Zendesk, Gorgias, Freshdesk, Intercom, or HubSpot Service Hub: views/queues, tags, macros, triggers, routing, and roles/permissions. Includes 2 revision rounds.
Knowledge Base (KB) & Self-Service
10–20 core articles (FAQs, WISMO, returns/exchanges, troubleshooting trees) with structure, tags, and a feedback loop. Includes 2 revision rounds.
Macros & Templates Library
Tone-consistent reply library (order issues, billing, tech troubleshooting, refunds/exchanges) with placeholders and dynamic fields. Includes 2 revision rounds.
Escalation Map & Incident Response
Clear L1→L2→Eng flow, on-call norms, Slack/Teams war-room template, status page comms, and post-mortem template. Includes 1 revision round.
QA & Coaching Rhythm
QA rubric, sampling plan, calibration sessions, and targeted coaching notes; tracks CSAT and adherence. Includes 1 revision round.
Reporting & Analytics
Weekly dashboard for volumes, FRT, ART/MTTR, CSAT, backlog, deflection, and top contact drivers; insights + actions. Includes 2 revision rounds.
Tooling & Automations (Light)
3–6 automations across helpdesk/Slack/Notion/Aircall/Google Workspace (auto-tagging, SLA alerts, triage, follow-ups, renewals). Includes 2 revision rounds.
Onboarding & Training
L1/L2 skills matrix, 30/60/90 plan, quick-hit videos or GIFs, and shadowing checklist. Includes 1 revision round.
Integrations & SSO Hygiene (Light)
Hookups with Shopify/Stripe/Recharge/Shippo/CRM; SSO/SCIM guidance and permissioning checklist. Includes 1 revision round.
Security & Access
Least-privilege matrix, audit checklist, and offboarding flow. Includes 1 revision round.
Handover Pack
All links, SOPs, dashboards, admin notes, and a 40-minute handover call.
Revisions Policy
Unless stated, each deliverable includes 1–2 revision rounds. Additional revisions or added scope can be billed as add-ons.
FAQs
$1,400 /wk