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
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.
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.
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.
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.
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.
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.
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.
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.
Starting at$1,400 /wk
Tags
Asana
ClickUp
Intercom
Jira
Notion
Customer Success Manager
QA Tester
Technical Support Specialist
Service provided by
Brigitte Demba proNairobi, Kenya
- $25k+
- Earned
- 7
- Paid projects
- 5.00
- Rating
- 99
- 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
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.
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.
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.
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.
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.
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.
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.
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.
$1,400 /wk