Customer and technical support for your business.
I look after live chat, email, support tickets and onboarding. Your customers get a clear reply, and I follow each issue through to a tested fix or a clear handover to your technical team.
What does customer and technical support include?
I handle customer questions, help people use your product, investigate problems and keep support requests moving. During agreed live-chat coverage, I acknowledge new chats within five minutes and let the customer know I am looking into their question. Email replies are within 24 hours on covered business days. Resolution time depends on the issue.
"Because you're really good with your customer service."
Sydney Ricciardi
ClinicMonk, feedback during a working meeting, November 2026
Who I support.
I work with small businesses and business owners, SaaS teams, agencies, membership businesses, coaches and clinics in Canada, the US, the UK and Australia.
- Your support inbox needs someone to own replies and follow-ups.
- New customers need help getting started with your product.
- Technical questions need investigation before they reach a developer.
- You want recurring questions turned into useful help articles.
What I handle for you.
Live chat, email and tickets
I read the conversation, check the customer’s context, reply in your brand voice and keep the request organized. I follow up on open issues and explain the next step in plain words.
Customer onboarding
I help with account setup, access questions, walkthroughs and the steps customers need to complete before they can use your product.
Technical troubleshooting
I reproduce the problem, check settings and connected tools, make agreed fixes and test the result. When a developer is needed, I provide the steps to reproduce it and what I have already checked.
Help articles and training
I turn repeated questions into instructions, annotated screenshots and walkthroughs that customers and your team can use again.
Support reporting
I report on open requests, recurring problems, customer ratings and response times. I review automated answers and flag gaps in your help content.
Inbox setup and handovers
I organize queues, labels, saved replies and escalation steps. I document the process so your team can see who owns each request and what happens next.
Support in the tools you use.
I work inside your existing help desk and CRM. We agree the access, workflows and changes before I start.
Help desks and customer service
- Intercom
- Zendesk
- Freshdesk
- Salesforce
CRM and customer communication
- GoHighLevel
- HubSpot
- Keap
- Google Workspace
- Microsoft 365
Technical handovers and coordination
- Jira
- Asana
- ClickUp
- Slack
- monday.com
Five-minute chat acknowledgement during agreed coverage.
We book the coverage hours and time zone in advance. I acknowledge a chat within five minutes, introduce myself and explain that I am checking it. If the answer takes longer, I keep the customer updated.
- A named person responsible for the support queue
- Live-chat acknowledgement within five minutes during booked coverage
- Email replies within 24 hours on covered business days
- Tested fixes and clear technical escalations
- A written update on open issues and recurring questions
My work with ClinicMonk.
Customer support and onboarding
I help members get started, answer setup questions, organize support requests and follow up on outstanding items. I explain the next step in plain words and check the account before replying.
Help articles and training resources
I write instructions and annotated screenshots, prepare walkthroughs and update training resources. I use recurring support questions to identify where a clearer article or process would help.
Forms, bookings and automated follow-ups
I investigate form submissions, calendar availability, booking links, reminders and follow-up messages. I test the full customer experience and coordinate changes with the people responsible for the setup.
Texting registration and number transfers
I coordinate business details, consent wording, registration documents and phone-number transfer requests. I follow up with providers on missing information and check calling, routing, voicemail and texting before a transfer is marked complete.
Reporting and account quality checks
I check dashboards against their data sources, review account settings and look for problems that affect several customers. I document findings, test proposed fixes and track what still needs attention.
Processes, handovers and vendor follow-up
I write checklists and procedures, prepare technical details for website and marketing vendors and keep outstanding issues organized. I follow requests through with the relevant team and keep the client informed.
You work directly with me.
I'm Valentina Akpan, based in Moncton, New Brunswick. My background includes telecommunications support, customer service, software troubleshooting and business operations. I'm also a HighLevel Certified Admin.
I learn how your product works, use your brand voice and agree what I can resolve myself. Your team gets the information it needs when something requires a technical or business decision.
Agree the support your business needs.
Ongoing customer support
We agree the channels, coverage hours, time zone, expected volume and escalation process in your proposal. Five-minute acknowledgement applies to live chat during those booked hours.
Support setup or a defined project
Inbox organization, help content, onboarding instructions or a support handover can be scoped as a separate project.
Customer & Technical Support FAQ
Tell me about your support queue.
Tell me which channels and help desk you use, the hours you need covered and the questions your customers ask. I will review your needs and confirm availability before sending a proposal.
Book a free callThe booking page shows my available times, so you can choose one straight away. If you would rather write first, send a message through the contact page and I will reply within one business day.
Tell me what you need help with, and I will suggest where to start.