Okunlola Kabilat Odunola

OKUNLOLA KABILAT ODUNOLA Technical Customer Support Specialist | SaaS Support Operations | Technical Triage & Incident Support Kigali, Rwanda (GMT+2) | EST Overlap | PROFESSIONAL SUMMARY Execution-driven Technical Customer Support Specialist with 3+ years of experience supporting SaaS and platform-based systems, specializing in technical triage, incident support, and cross-functional issue resolution. Proven track record of diagnosing user-reported issues across client applications, APIs, and backend services, documenting reproducible bugs, and partnering with Engineering, Product, and Operations to accelerate resolution timelines. Strong experience in log analysis, monitoring signals, ticket deflection, and workflow optimization, contributing to improved system reliability, reduced escalation rates, and enhanced user experience. Recognized for combining technical investigation, structured communication, and operational ownership to deliver measurable improvements in support efficiency, incident response, and customer satisfaction. IMPACT HIGHLIGHTS       Reduced escalation rates by 30% through effective first-line technical triage and root cause identification. Improved ticket documentation quality, reducing resolution delays by 25%. Increased operational efficiency by 20% via workflow optimization and structured escalation playbooks. Maintained 95%+ CSAT across technical support interactions. Reduced repeat issues by 20% through trend analysis and proactive process improvements. Accelerated response times for high-severity incidents through structured triage and prioritization. CORE COMPETENCIES         Technical Support & Issue Resolution (SaaS / Platform Systems) Technical Triage (Client, API, Backend, External Providers) Bug Intake, Reproduction & Severity Classification (Sev 1–4) Incident Monitoring & Response Support Logs Analysis & System Investigation (Datadog – foundational) API & Transaction Troubleshooting (Foundational) CRM & Ticketing Systems (Zendesk, Freshdesk, HubSpot, Intercom) Cross-functional Collaboration (Engineering, Product, Operations)     Knowledge Base, Runbooks & SOP Development (Notion) Trend Analysis & Ticket Deflection Strategies SQL (Basic–Intermediate) for Data Investigation User Communication & Technical Guidance TECHNICAL STACK        Support & Ticketing: Zendesk, Freshdesk, HubSpot, Intercom, Jira, Linear, Kustomer Monitoring & Logs: Datadog (foundational), system logs analysis Data & Reporting: SQL (basic–intermediate), Excel, Google Sheets, Metabase Collaboration: Slack, Zoom, Google Meet, Microsoft Teams, Loom Project & Documentation: Notion, Asana, ClickUp, Trello Infrastructure Familiarity: AWS, Cloudflare, Clerk CRM & Tools: Salesforce, Zoho PROFESSIONAL EXPERIENCE Technical Customer Support Specialist SMS Agency | Remote | Oct 2025 – Present  Provide end-to-end technical support across SaaS systems, resolving issues related to platform functionality, integrations, and user workflows while maintaining 95%+ CSAT.  Perform technical triage on user-reported issues, identifying root cause across client-side behavior, APIs, backend services, and third-party dependencies.  Investigate issues using logs, system signals, and user context; document clear reproduction steps, logs, and impact assessments for escalations.  Reduced escalation volume by 30% by resolving Tier 1 and Tier 2 issues through structured troubleshooting.  Improved engineering response time by 25% by delivering high-quality, structured escalation tickets.  Supported incident response workflows by tracking issues, communicating status updates, and ensuring resolution follow-through.  Built standardized triage workflows and internal FAQs, reducing repeat tickets by 20% and enabling self-service resolution.  Monitored recurring issue patterns and surfaced actionable insights to Product and Engineering, contributing to system stability improvements.  Designed response templates and escalation playbooks, improving firstcontact resolution and reducing average handle time by 20%.  Managed CRM pipelines with detailed issue tracking, ensuring visibility across support, product, and operations teams. Technical Support Agent Canal Box | Remote | Sept 2025 – Present  Act as first-line technical contact for B2B users, diagnosing and qualifying issues across platform onboarding, system access, and product usage.  Troubleshoot and replicate user-reported bugs, validating system behavior and providing actionable insights for resolution.  Supported onboarding workflows, resolving activation blockers and improving time-to-value for new users.  Partnered with Engineering and Operations to resolve 100+ complex technical issues quarterly, ensuring structured communication and timely resolution.  Maintained accurate CRM and ticket records, enabling trend analysis, reporting, and incident tracking.  Improved response consistency and reduced response time by 25% through standardized workflows and templates.  Contributed to internal documentation, SOPs, and knowledge base improvements, reducing team response time by 20%.  Provided internal support for product-related queries, improving cross-team efficiency and system understanding. Customer Support (Technical Exposure) Export Worldlink Concept | May 2019 – Oct 2021  Managed 80+ daily support interactions, maintaining SLA compliance and consistent service quality.  Diagnosed and resolved technical and account-related issues using structured problem-solving.  Logged and tracked issues in CRM systems, ensuring accurate documentation and escalation readiness.  Identified recurring customer pain points, contributing to process improvements that reduced support volume by 15%.  Conducted root cause analysis during support interactions, reducing repeat contacts and improving resolution quality.  Coordinated cross-functional escalations, ensuring clear communication between stakeholders and timely issue resolution. EDUCATION  B.Sc. Business & Information Technology University of Tourism, Technology & Business Studies CERTIFICATIONS     Inbound Marketing Certification – HubSpot Academy (2026) Networking Basics – Cisco Networking Academy (2026) Technical Support Fundamentals – Coursera (2026) IT & Technical Support – Digital Witch Support (2026)