Bruno A.

🚀 Expert Multilingual Client Support & Tier 1/2 Technical Support (FR / EN / ES)

Optimize your retention and offer your users an excellent support experience.

Specializing in cutting-edge technical support and international customer relations, I help companies (startups, SaaS publishers, Tech players) structure, streamline, and scale their support operations.

With over 10 years of experience at the intersection of user relations, application support, and technical analysis, I am involved in resolving complex incidents as well as optimizing internal processes.

🛠️ Areas of Expertise & Added Value

Tier 1/2 & Application Technical Support: In-depth diagnostics, incident resolution (SaaS environments, IT, Apple ecosystem), and rigorous SLA monitoring.

Knowledge Management & Pedagogy: Design and writing of technical documentation, clear knowledge bases (FAQs) for users, and internal processes (SOPs) for your teams.

Data & Continuous Improvement: Analysis of ticket flows, identification of product friction points, and process optimization to maximize customer satisfaction (CSAT).

Onboarding & Skill Transfer: Team training and tool structuring for rapid autonomy.

⚙️ Mastered Stack & Ecosystem

Ticketing & Helpdesk: Zendesk, Jira (Service Desk), Intercom, Freshdesk

Documentation & Ops: Notion, Confluence, Slack

Working Languages: French (Native) | English (Bilingual) | Spanish (Bilingual)

🎯 Convinced?

Available for structuring missions, operational reinforcements, or long-term support. Let's discuss your needs!