Tech Support Specialist for Happy Customers & Scalable Systems
Starting at
$
1,400
/wkAbout this service
Summary
FAQs
What is your availability for providing remote support?
I provide flexible remote support across different time zones. We can establish regular support hours based on your business needs and arrange for priority support during critical periods.
How do you handle urgent technical issues?
I prioritize urgent issues through a sophisticated ticket management system. Critical problems receive immediate attention, with a typical response time of under 2 hours. For clients requiring dedicated emergency support, we can establish specific SLAs.
What types of businesses have you worked with?
I have extensive experience with businesses across various industries, including Engineering & Tech, 3D Animation, Marketing & Web Dev Agencies, Gaming, Fintech, Tours & Travel, Beauty & Cosmetics, Food & Beverage, Radio & Video Production, Art, Education & Training and many more.
What are your pricing models and contract terms?
I offer flexible pricing structures including hourly rates, weekly or monthly retainers, and project-based fees. Each package is customized based on your specific needs, service scope, and support volume. I provide transparent pricing with no hidden fees and can scale services as your needs grow.
How do you measure the success of your support services?
I use multiple metrics including customer satisfaction rates, resolution times, user adoption rates, and retention statistics. I provide regular reports analyzing these metrics and offer recommendations for continuous improvement.
How do you handle data security and confidentiality?
All client information and proprietary data are handled with the utmost security. I maintain strict confidentiality protocols and I'm willing to sign NDAs. I follow industry best practices for data security, use secure communication channels, and ensure compliance with data protection regulations.
What tools and technologies do you work with?
I'm proficient in various platforms & ticket management systems like; Jira, Slack, Trello, Asana, Hubspot, Intercom, Click Up, Marker.io, Metricool, Basecamp, Freshdesk, Sprout Social, Zendesk I can adapt to your existing tech stack or recommend and implement new solutions that best fit your needs.
Can you help with customer onboarding and training?
Yes, I create structured onboarding programs tailored to your product and customers. This includes developing training materials, conducting sessions, and providing ongoing support to ensure successful product adoption.
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.
Example projects
Recommendations
(5.0)
Client • Dec 31, 2025
Recommended
After structuring operational assistance in varying ways with varying results, Brigitte has been able to put operational vigor into my business in one month that has already allowed me to scale and operate more efficiently. She is fantastic
Client • Nov 15, 2024
Recommended
Brigitte made a great addition to our team when we needed extra project management support. She's communicative, organized, and overall really nice to work with.
Client • Nov 4, 2023
Recommended
I wholeheartedly recommend my workmate for their outstanding capabilities in product management and client success. Their strategic approach to product development, coupled with a deep understanding of client needs, has consistently resulted in successful outcomes. Their effective communication and relationship-building skills contribute significantly to client satisfaction, fostering strong partnerships. With a keen eye for innovation and a commitment to exceeding expectations, they are a value
Client • Nov 4, 2023
Recommended
Working with Brigitte always brings out the best in every team member and in turn elevating the value of projects. Her diverse expertise contributions, dedication & skill set play a pivotal role in projects, and an instrumental in achieving remarkable results. Brigitte is an exceptional professional with a wealth of technical expertise and a strategic mindset that greatly benefit any project or organization. Her dedication, collaborative spirit, and problem-solving abilities make invaluable.
Skills and tools
Industries