Customer Service | Technical Support Specialist
Oriental Mindoro
IT Support and Customer Service professional with over 8 years of experience providing technical assistance, troubleshooting hardware and software issues, and supporting customers through various channels. Experienced with Windows, Microsoft Office, Active Directory, Office 365, and ticketing systems such as ServiceNow, Salesforce, and Remedy. Known for staying calm under pressure, resolving issues efficiently, maintaining accurate documentation, and delivering excellent customer service. A dedicated and adaptable professional who learns new tools quickly and works effectively both independently and as part of a team.
Concentrix, full_time
Oct 2018 to Jan 2022
Provided customer service and technical support to customers through web-based support channels. Assisted with account, product, software, hardware, connectivity, and troubleshooting concerns while providing clear and step-by-step solutions. Managed multiple customer inquiries and support tickets, documented interactions accurately, and escalated complex issues when necessary. Maintained high customer satisfaction and performance standards and was recognized as a consistent top performer, resulting in promotion to Web Advisor 2.
SPI Global, full_time
Apr 2015 to Oct 2018
Provided customer service and technical support through phone, chat, and email channels. Assisted customers with technical issues, account concerns, product and service inquiries, and troubleshooting. Provided clear, step-by-step solutions, documented customer interactions and resolutions, and escalated complex issues to the appropriate teams when necessary. Managed multiple customer concerns while maintaining professionalism, accuracy, and a strong focus on customer satisfaction and service quality.
Phil-data Business Systems Inc, full_time
Apr 2013 to Mar 2015
Provided first- and second-level technical support to end users, troubleshooting desktop computers, laptops, printers, network connectivity, software, and hardware-related issues. Installed, configured, maintained, and repaired IT equipment and software while ensuring systems remained operational and secure. Managed user accounts and access, responded to technical support requests, documented incidents and resolutions, and escalated complex issues when necessary. Coordinated with other IT teams and vendors to resolve recurring technical problems and minimize downtime while maintaining excellent customer service and user satisfaction.