Technical Support Specialist | POS Systems QuickBooks Expert |
Cavite
Resourceful and analytical Technical Support Specialist with extensive experience providing Tier 1 and Tier 2 support for POS systems, QuickBooks, and network connectivity. Skilled in diagnosing complex technical issues, guiding users through resolutions, and maintaining high customer satisfaction across voice, chat, and email channels. Adept at managing support tickets, documenting cases in CRM systems, and collaborating with cross functional teams to implement software updates and system improvements. Known for calm professionalism under pressure, strong communication, and a commitment to continuous learning and service excellence.
Power Helpdesk, freelance
Jan 2021 to Oct 2024
• Delivered Tier 1 and Tier 2 technical support for retail clients using POS (Point-of-Sale) systems, ensuring minimal downtime and business continuity • Diagnosed and resolved hardware, software, and network-related issues, including connectivity and configuration errors • Logged, tracked, and managed support tickets through helpdesk systems; ensured timely escalation and resolution • Provided virtual onboarding support for new users—configuring software, conducting remote walk-throughs, and ensuring readiness of tools • Collaborated with internal teams to roll out system upgrades, new features, and security updates • Maintained a high level of customer service while working independently in a fully remote setup Promoted upgrades and upselling of updated software solutions
3OBPO, full_time
Dec 2017 to Mar 2019
• Provided frontline customer support for a retail online store, assisting with order status, tracking updates, delivery timelines, and shipping issues • Handled return and replacement requests in accordance with store policies, ensuring smooth coordination with fulfillment and logistics teams • Resolved product availability inquiries and billing concerns while maintaining a positive customer experience • Maintained accurate case documentation in the CRM system, ensuring clear internal communication between support, inventory, and logistics departments • Met daily service levels and quality metrics across multiple communication platforms
Stream Global Services / Convergys, full_time
May 2013 to Mar 2015
Provided troubleshooting support for QuickBooks users. • Assisted with software installations and updates. • Promoted and upsold advanced software solutions.
24/7 Customer Careers, full_time
Jan 2013 to Dec 2013
Resolved escalated concerns regarding internet connectivity. • Upsold services to customers.
TeleTech, full_time
Nov 2010 to Dec 2012
• Managed Tier 2 escalations related to internet connectivity issues. • Retained customers by effectively reselling product value.