As a Call center professional who specializes in Technical support for 3 years n

Overview

Looking for full-time work (8 hours/day)

at $0.94/hour ($181.82/month)

College

Last Active

September 18th, 2013 (4642 days ago)

Member Since

September 18th, 2013

Profile Description

Level 2 Technical Support Representative
WEST Contact Services
February 2013 – Present (8 months)Makati City
Duties and Responsibilities:
* Answers inbound calls and resolve customer's internet and phone issues in a timely manner.
* Up-selling Internet, TV and Phone packages and meeting customer's needs and expectations.
* Troubleshooting Hardware and Email issues ( Modem, Router, Gateway, Email clients, etc.)
* Schedules technician appointment for further troubleshooting.
* Striving hard for CSAT, Quality and Sales in a weekly basis.
Level 2 Technical Support Representative
StarTek Philippines Ltd.
June 2012 – January 2013 (8 months)Quezon City, Philippines
Duties and Responsibilities:
* Answers inbound calls and escalations from customers and Tier1 for troubleshooting various internet connections such as Wireless and Broadband.
* Troubleshooting Software and Hardware issues (AntiVirus, Modems, Email clients, Browsers, Routers, IP, DNS, etc.)
* Upselling internet services such as product upgrades in regard with upload and download functionality and speed connection streams.
* Schedules technician appointments to customer if further troubleshooting is required.
* Resolves escalations from Tier1 and Customer Service Agents.
Infinity Support
Subject Matter Expert - Tech Support Engineer I
Infinity Support
October 2010 – May 2012 (1 year 8 months)Ortigas, Pasig City
Duties and Responsibilities:
* Production floor Support – Assists and guide co-tier1 and trainees on their calls and troubleshooting. Taking Supervisory calls if needed.
* Inbound Tech Support – Answer calls from US and Canada, deals with technical concerns and website troubleshooting.
* E-mail Tech Support – Answer ticket threads from customers in all categories (Technical, Billing, Registration, Complaints, VPS, Inquiries etc.)
* Billing and Registrar Support – Front liner for billing issues, as well as Registration for domain names, DNS server issues and services.
* Sales Support – Upselling and Cross-selling website services and ensuring customer satisfaction and product knowledge by providing pre and post technical assistance.