I will write help center articles and support sops for your help desk

Salman S

Pakistan

I speak English, Urdu, Punjabi

Incident Manager, Support Processes, Zapier and n8n, PTE Coach

I'm the calm person in the room when systems break. For 7 years I've worked in incident management and technical support, today at S&P Global and before that at Motive, keeping 99.5% SLA compliance on...
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About this Gig

Are your support agents answering the same questions every day, or is your help desk just a busy shared inbox? I will write the help center articles and support processes that fix that.


I have 7 years in technical support and incident management. At Motive I handled 150+ support incidents a week and wrote knowledge-base articles that cut repeat issues by 18%. At S&P Global I translate technical problems into plain language for non-technical teams and premium clients.


What you can get:

  • Clear help center and knowledge-base articles your customers can follow
  • A support SOP with ticket priorities and SLA rules
  • An escalation matrix: who handles what, and when
  • Canned replies and macros in your brand's tone
  • A review of your current support process with specific fixes


Written to paste into Zendesk, Freshdesk, Intercom, Notion, Confluence or Google Docs.


For small SaaS and e-commerce teams, and founders still answering tickets themselves.


Message me before ordering with a short description of your product and support setup and I will confirm the right package.

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write help center articles and support sops for your help desk
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write help center articles and support sops for your help desk

Document type:

User & training manuals

+1 more

Industry:

Software

Language:

English

Delivery style preference

Please inform the freelancer of any preferences or concerns regarding the use of AI tools in the completion and/or delivery of your order.

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