C
Carlo Cardenas
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Technical Support Specialist | AI SaaS • Enterprise SaaS • Fintech | Remote-First Operations
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Customer Support SpecialistFathomFeb 2026 - Current (7 months)• Provide customer support for a SaaS platform, resolving product, billing, and technical inquiries through email and other support channels. • Troubleshoot customer issues, identify root causes, and escalate complex cases to Technical Support and Engineering with complete context. • Collaborate cross-functionally with Product, Engineering, and Customer Success teams to improve customer outcomes and product quality. • Document issues, maintain knowledge base articles, and contribute to continuous process improvements. • Act as the Voice of the Customer by identifying recurring trends, customer pain points, and actionable product feedback. • Deliver timely, empathetic, and high-quality support while meeting service expectations in a fast-pac- Customer Support SpecialistFullscriptOct 2023 - Jan 2026 (2 years 4 months)• Delivered SaaS customer support across high-volume ticket environments supporting practitioners and patients in a regulated healthcare platform. • Resolved complex technical, account, and workflow issues using structured troubleshooting and root cause analysis. • Identified recurring platform issues and collaborated with engineering teams to improve system reliability and reduce repeat incidents. • Contributed to process improvements and support workflows that increased efficiency and reduced resolution time.
- Sap Fieldglass AnalystTelus communicationsFeb 2023 - Dec 2024 (1 year 11 months)• Managed end-to-end vendor management system (VMS) operations across 50+ vendors including invoicing, onboarding, and system configuration. • Investigated platform and integration issues, ensuring accurate resolution of system-related errors and workflow disruptions. • Improved invoice reconciliation processes, reducing payment delays by 30%. • Created training materials and supported internal teams in system adoption and operational usage.
- BOperations Support SupervisorBitaccess Inc.May 2021 - Oct 2022 (1 year 6 months)• Promoted from Analyst to Supervisor based on performance in high-volume technical support and escalation management. • Led a team of 8 support specialists handling L1–L2 escalations across crypto and fintech platform operations. • Redesigned ticket triage and escalation workflows, reducing response times by 25% and improving resolution efficiency. • Worked closely with engineering teams to reproduce, investigate, and resolve technical incidents and platform bugs. • Built internal knowledge base system to standardize troubleshooting processes and reduce onboarding time.
- BOperations Support AnalystBitaccess Inc.Mar 2017 - Apr 2021 (4 years 2 months)• Resolved high-volume technical inquiries for cryptocurrency platform users including transaction failures, wallet sync errors, and account access issues. • Performed detailed log analysis and issue reproduction to support engineering in diagnosing and resolving platform-level bugs. • Analyzed support trends and documented recurring issues, providing structured feedback that influenced product improvements and reduced issue recurrence. • Developed internal troubleshooting guides and FAQs that improved first-contact resolution rates and reduced average handling time. • Partnered with implementation and operations teams to optimize service delivery workflows and improve overall customer satisfaction.