• Joferson brings over 13 years of experience in customer support, technical assistance, and content management across the SaaS and IT services industries.
• For the past five years, he has been working as a Pre-sales Virtual Assistant and Customer Success Specialist, where he played a key role in supporting escalated customer cases, maintaining knowledge base content, and improving internal processes for frontline support teams.
• His background also includes experience with SharePoint and Qvidian as a Data Administrator, supporting enterprise proposal workflows in large-scale tech organizations.
• Joferson demonstrated excellent domain familiarity and a proactive mindset toward optimizing support systems and AI tools to improve customer experience.
• Communication & Soft Skills
• Joferson communicates clearly and professionally, with an empathetic and customer-first approach—especially when working with frustrated or elderly users.
• Analytical Thinking & Proactivity
• A standout strength of Joferson is his analytical thinking and process-oriented mindset. He has a deep understanding of optimizing search strings and keywords to improve both AI-generated and human-delivered responses.
• He demonstrated a keen interest in how AI works, studying it independently to better support his team and to stay relevant in an evolving support landscape.
• His proactive approach is evident in his ability to identify areas for knowledge base improvement, propose updates, and test how AI responds to certain keyword structures.
• He also consistently looks for ways to streamline operations, improve ticket handling efficiency, and support team performance—all without being prompted.
• Technical Experience
  • CRM/Tools: Salesforce (extensive), Microsoft SharePoint, Qvidian, SFDC Reports
  • Knowledge Base & Content Management: Hands-on experience building searchable, user-friendly support documentation
  • Ticketing/Chat Support: Manages high-volume concurrent chat queues with the aid of smart shortcuts
  • Certifications: Cisco Certified Network Associate (CCNA), Fortinet NSE 1-3, CNSS Certified Network Security Specialist
  • AI Support Understanding: Understands backend optimization and limitations of AI in customer service workflows
• Work Ethic & Adaptability
• Joferson is highly adaptable, recognizing the importance of staying current with technology—especially AI—as part of a sustainable remote work career.
• He expressed a willingness to be trained on new tools (e.g., Intercom, Notion), and has already applied self-initiated learning to improve his work.
• His self-discipline, independent work ethic, and ability to manage multiple tasks (e.g., prioritizing ticket urgency, managing 8–10 concurrent chats) further reflect his readiness for a dynamic remote role.
• Remote Readiness & Availability
• Open to AU or US time zones
• Can start immediately

Predictive Index Behavioral Profile - Analyzer

Strongest Behaviors

• Proactivity, assertiveness, and sense of urgency in driving to reach personal goals. Openly challenges the world.
• Independent in putting forth their own ideas, which are often innovative and, if implemented, cause change. Resourcefully works through or around anything blocking completion of what they want to accomplish; aggressive when challenged.
• Impatient for results, puts pressure on themself and others for rapid implementation, and is far less productive when doing routine work.

Behavioral Summary

Joferson is an intense, results-oriented person, whose drive and sense of urgency are tempered and disciplined by a strong concern for the accuracy and quality of the details of any work for which they are responsible. Approach to any work done will be based on thorough analysis and detailed knowledge of all pertinent facts.

Much more technically than socially-oriented; has confidence in technical/professional knowledge and ability to get things done correctly. With experience, will develop a high level of expertise in their own work and will be critical of mistakes made by themself or others. Takes the work and responsibilities very seriously and expects others to do the same.