My experience in customer support began during my Bachelor’s degree in Psychology, where I worked as a student job in healthcare as both an administrative assistant and customer care representative.

Working in healthcare taught me that supporting customers is first reactive and foremost about empathy. Every person who walked through our doors was seeking help and reassurance. My role was to make their journey as smooth and positive as possible — from answering their questions with patience, to carefully scheduling appointments at the right time for surgical appointments. Always ensuring they felt supported and valued.

This early experience showed me that great customer support goes far beyond solving problems. It’s about truly listening, anticipating needs, and building trust so that people feel cared for and confident in the service they receive.

Later, with Covalen on the Steam project, I faced an entirely different set of challenges. Many of the cases involved VIP gamers dealing with fraud or account hijacking. Situations that naturally triggered panic and frustration, especially when accounts with thousands of dollars were at stake. Although the role was mostly back-office with no direct contact, the principle remained the same: stay calm, listen, empathize, and act quickly, often applying the L.E.A.R.N. method.

I investigated cases with precision and critical thinking, secured accounts, and guided users step by step until they regained full control. Every case required not only technical problem-solving but also patience, clarity, and the ability to explain complex steps in simple terms. By staying calm under pressure, I turned stressful situations into structured processes that helped customers feel reassured.

Beyond solving individual cases, I learned that great customer support also relies on adaptability and consistency. Each customer came with a different background, level of technical knowledge, and emotional state, so adjusting my communication style was key. I collaborated closely with colleagues to share insights, track recurring issues, and improve processes, making sure users didn’t just get a quick fix but long-term security for their accounts.

In the end, a satisfied customer doesn’t just stay loyal. Indeed, they often become an advocate, recommending the service to friends, family and others. That is why effective customer support is not only about solving problems, but also about generating trust, retention, and even ROI. By leveraging feedback to refine my approach, I consistently achieved full resolution of cases. This left customers not only satisfied but genuinely reassured, knowing their concerns had been taken seriously and handled with care.

Whether in healthcare or in tech, the lesson has been consistent: Customer Support is about more than solving an issue — it’s about turning frustration into reassurance and confidence that build lasting trust.