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Harvey N
@harveynicdao
Technical Support Specialist
Philippines
About me
I am a Technical Support Specialist with extensive experience in SaaS platforms, billing processes, and workflow management. I specialize in troubleshooting complex technical issues, managing API integrations, and delivering customer-focused solutions to maintain high satisfaction and service quality.
Skills
Harvey N
Offline •
See my services
Technical Support
I will create jotform forms with workflows, conditional logic, and automation
Work experience
Technical Support
Upwork • Freelance
Nov 2021 - Jun 2026 • 4 yrs 7 mos
Provided technical support for Jotform's SaaS platform by helping customers troubleshoot issues related to online forms, workflows, integrations, payment gateways, and automation. Diagnosed complex technical problems, identified root causes, and delivered timely, customer-focused solutions while maintaining high customer satisfaction and service quality. Collaborated with cross-functional teams, including Engineering and Product, to investigate bugs, reproduce reported issues, and improve the overall customer experience. Assisted users with API integrations, webhooks, third-party services, and workflow automation, while educating customers on product features and best practices. Consistently met performance goals for response time, resolution time, customer satisfaction (CSAT), and quality assurance. Contributed to process improvements by documenting recurring issues, creating internal knowledge resources, and identifying opportunities to streamline support workflows through automation.
