Khenn Joy Macario

I am a Technical Writer with a strong foundation in customer service and technical support, backed by nearly a decade of experience resolving complex user issues. I'm skilled at gathering insights from product managers, support teams, and end users to produce high-quality documentation. I am experienced in providing real-time frontline support as well as delivering backend assistance for users by creating clear, practical help center content that translates complex technical concepts into user-friendly guide.

Throughout my career, I have gained extensive experience handling a wide range of customer concerns across phone, email, and live chat. Most recently, as a Support Specialist for Lightspeed O-Series, I worked directly with merchants to troubleshoot POS and hardware issues, ensuring their business operations continued smoothly.

I transitioned from frontline support into my current role as a Technical Writer for Lightspeed Commerce, where I create and manage help center articles that provide backend support by empowering customers to resolve issues independently. This experience has strengthened my ability to understand user pain points, explain solutions clearly, and anticipate what customers need.

I am excited about the opportunity to bring my customer-focused mindset and dedication to excellent service to your team. Thank you for considering my application.