• Lead client onboarding, ensuring smooth transitions and software adoption by educating clients on key SaaS features and functionalities.• Set up and manage merchant accounts, resolving payment processing issues, chargebacks, and related inquiries.• Perform transaction analysis, quality assurance, and reporting on client data, using advanced Excel and Google Sheets for detailed insights.• Design and implement KPIs to track client performance, creating compelling visual reports and dashboards for decision-making.• Manage CRM workflows to streamline client engagement, automate processes, and improve service efficiency.• Provide responsive, high-quality support for incoming requests, offering custom solutions and timely updates.• Facilitate client meetings to gather feedback, address concerns, and drive product improvements.

• Installed, configured, and maintained software and hardware systems, ensuring smooth operation for end-users.• Diagnosed and resolved network issues, supporting local and remote employees.• Managed server maintenance, backups, and security patches to maintain data integrity and uptime.• Assisted in deploying network infrastructure including routers, switches, and VPN configurations (CCNA-level tasks).• Provided technical support for system upgrades and software installations.• Collaborated with vendors to resolve escalated issues and ensured minimal downtime.

• Provided first-line support for hardware and software issues, resolving user problems effectively.• Set up and maintained user accounts, including email and network access.• Performed hardware installations and repairs, including workstations, printers, and peripherals. • Managed routine network troubleshooting, including connectivity and login issues.• Documented support requests, tracked tickets, and ensured timely resolution through the helpdesk system.