Customer Support Representative

Provided on-site multilingual support (Turkish, English, Portuguese) for international clients at exhibition stands. Acted as first point of contact, handling inquiries and ensuring clear communication between clients and exhibitors. Supported client negotiations by translating discussions accurately and in real time. Presented company products to visitors, adapting messaging to different audiences and cultural contexts.

Handled customer and technical support via Intercom ticketing system. Investigated bugs and issues by cross-verifying user data across internal databases. Used Didit to correlate user information and approve identity verifications. Documented SOPs and troubleshooting guides for recurring issues. Wrote and maintained help center and internal articles in Intercom. Assisted in the implementation and optimization of Intercom AI workflows. Monitored support quality and efficiency; reported data and provided agent feedback. Prepared and presented monthly CSAT reports with visual dashboards and graphs. Collaborated with product and engineering teams on issue escalation and resolution.