Customer Support | Technical Support | Virtual Assistant
Pampanga
I am a Customer Support and Technical Support professional with nearly 20 years of experience helping customers across telecommunications, enterprise software, accounting software, veterinary SaaS, and eCommerce. Throughout my career, I've built a reputation for quickly learning new products and industries while delivering exceptional customer experiences through phone, email, and live chat. My experience includes supporting: • Shopify eCommerce operations • Veterinary Practice Management Software • SAP enterprise applications • QuickBooks • SQL troubleshooting • Zendesk and Freshdesk ticket management I enjoy solving technical problems, improving support processes, creating knowledge base documentation, and helping customers feel confident that their issues are in good hands. I thrive in remote environments where I can combine technical troubleshooting with empathy and clear communication. I am currently seeking remote opportunities in: • Technical Support • Customer Support • Customer Success • SaaS Support • Virtual Assistant
No. 22 Home - Australia, part_time
Dec 2020 to Jul 2026
● Ticket Management Answering tickets through Zendesk created by clients for No. 22 Home. An online store that provide unique and beautiful homewares. ● Email Support Providing solutions to issues that a client may have on their order. Provides status on their order and gives them details about delivery schedule and courier assistance. ● Customer Service Provides return assistance for broken items like glasses and platters. Gives out the whole process about ordering product placements. ● Internal Documents and Report Generation Extracting data through Shopify and creating sales reports and inventory information ● Email Marketing and Social Media Sending email advertisements through different platforms. Managing Social Media accounts through messages, chats and comments
Protos EzyVA Pampanga Inc., full_time
Jul 2016 to Nov 2024
● Ticket Management Answering tickets through FreshDesk created by clients for Customer Logic Vet. A program that helps veterinaries run their clinic. Providing technical support for clients through help sheets, email or remote assistance. ● Email / Phone / Chat Support Providing solutions to issues that a client may have on their software. Assisting to issues with first and second level support on the veterinary software. Extending the support through other IT related issues like wireless connectivity, network connectivity and any other IT issues. ● Database Management Analyzing error texts on the database and running SQL scripts to fix the issue. Providing updates on Customer Logic program to apply patches and bug fixes. ● Internal Documents and Client Manuals (Data Entry) Creating Knowledgebase Articles that can be used by a work colleague. Sending Manuals and Help Sheets that will help the clients with their issues. ● Project and Bug Testing for New Patches and Updates Testing new patches for bugs and errors. Making sure that a proper fix is tested and used on the program before releasing it to the clients. ● Email Marketing and Social Media Sending email advertisements through different platforms. Managing Social Media accounts through messages, chats and comments.
MSG Global Philippines Incorporated, full_time
Jan 2013 to Nov 2015
• On Call Support / Email Support / Chat Support Doing phone support for urgent issues of end users. Handling of complicated and difficult tasks. • SAP Authorization / SAP Security / User Admin Task Role creation for end user, assigning of end user to a specific project. This includes providing the correct authorization or role to the end user. Giving authorization to the end user to access the SAP Project System. • Project Creation / Change Orders Creating new projects with required information provided by end users. This includes financial contract creation and entering financial data into the project. Once all requirements are met, we also put the project on live Editing of live projects if there is a change order request from the end user. Making sure that data from the change order requests matches the data on the edited project. • First Point of Contact First point of contact for foreign counterparts regarding work related issues, schedule requests, meeting requests for the team. Attending management meetings of foreign counterparts through phone patch, answering work related issues from clients. • Month End Activities / Closure Closing of last month status and opening the status for the current month. Generating VAT / Status Report for the closing month. Update of ETC/EAC for all SAP projects. Mass update of actuals for all SAP projects.