Summary
Overview
Work History
Education
Skills
Professional Strengths
Timeline
Generic

Eddie Morris

London

Summary

Customer Support Specialist with 6+ years of experience resolving user issues, managing platform onboarding, and guiding non-technical clients across mobile and desktop tools. Delivered Level 1 support across chat, phone, and email, resolving hundreds of cases with professionalism, speed, and empathy.


Familiar with iOS, Android, iPad, Mac OS, and web-based tools. Proven ability to support both SMB and enterprise users across high-volume SaaS and Web3 platforms. Known for calm communication, fast triage, and seamless cross-team collaboration.

Overview

8
8
years of professional experience

Work History

Crypto Platform Support

Freelance
01.2017 - Current
  • Supported 50+ users across CEX/DEX trading tools, wallet apps, and automation platforms (3Commas, MetaMask, etc.)
  • Resolved real-time issues including transaction failures, wallet sync errors, and API bugs
  • Delivered 1:1 support via Telegram, chat, and video walkthroughs
  • Created FAQs and platform tutorials to prevent repeat support requests
  • Supported mobile and browser-based platforms (iOS, Chrome, Android)

Publishing & Accounts Administrator

Music Publisher Association
06.2019 - 12.2024
  • Provided Level 1 product support to publishing clients via email and scheduled calls, resolving operational issues across internal licensing platform
  • Delivered over 100 live platform walkthroughs and support calls, reducing ticket volume by 30%
  • Managed client platform usage supporting £3.5M+ in transactions a year, ensuring accuracy and data integrity
  • Used Excel, CRM, and internal ticket systems to resolve or escalate issues to Product and Engineering
  • Maintained 98%+ customer satisfaction through clear communication and calm resolution under pressure

Content Operations

WhoSampled
07.2018 - 03.2019
  • Resolved 1,000+ metadata and UX bugs in a live user environment serving millions of monthly users
  • Collaborated with internal developers and editorial teams to escalate issues
  • Helped reduce user complaints and content errors by 20%

Education

Bachelor of Science - Sound Engineering & Production

Birmingham City University
Birmingham, United Kingdom
01-2016

Skills

  • Tier 1 Tech Support (Chat / Phone / Email)
  • SaaS Platform Onboarding & Troubleshooting
  • Mobile OS: iOS, Android, iPad, Mac OS
  • Zendesk / Intercom (Ticketing Systems)
  • CRM Tools (HubSpot, Salesforce)
  • Excel (VLOOKUPs, Pivot Tables), Google Sheets
  • Escalation to Tier II / Product
  • Remote Work & Self-Management
  • Customer Empathy & Retention

Professional Strengths

  • Calm under pressure
  • Friendly and professional phone/chat tone
  • Highly responsive in remote settings
  • Proactive escalation judgment
  • Emotionally intelligent, especially with non-technical users
  • Detail-driven + outcome-focused

Timeline

Publishing & Accounts Administrator

Music Publisher Association
06.2019 - 12.2024

Content Operations

WhoSampled
07.2018 - 03.2019

Crypto Platform Support

Freelance
01.2017 - Current

Bachelor of Science - Sound Engineering & Production

Birmingham City University

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Eddie Morris