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Nida Urooj
Virtual Assistance & Operations

Customer Support Admin

Ticket triage, first responses, and SLA discipline.

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Flat lay illustrating Customer Support Admin - a virtual assistant desk: weekly planner with handwritten tasks, sticky flags, envelopes.
Flat lay illustrating Customer Support Admin - a virtual assistant desk: weekly planner with handwritten tasks, sticky flags, envelopes.

Who this is for

  • SaaS
  • Services businesses

Problems solved

  • - Tickets pile up
  • - SLA missed

What I handle

Triage
First reply
Escalation
SLA reporting

Deliverables

  • ✓ Weekly support report

Tools

IntercomZendeskGmail

Process

  1. 01
    Playbook

    First responses.

Example workflows

  • - Ticket → tag → reply or escalate

KPIs I track

First-response timeSLA %

Frequently asked

Technical support?

L1 only - technical L2+ stays with your team.

Related

Related services

Client Communication

Professional, on-time client communication across time zones.

Admin Support

The reliable operational backbone your business is missing.

Ready to hand this off?

Tell me a little about your team and this workstream - I'll come back with fit and a starting plan.

Send an inquiryBook a call