Technical & Customer Support Specialist -Delivering Expert Solutions and Exceptional User Experience

Verified

$8/hr

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Outline

Looking for Full-Time work (8 hours/day) at $8/hour

Bachelor's Degree

English proficiency Fluent

Professional Summary

Extensive experience in technical and customer service via email and chat. Extensive experience in technical support admin work.

Skills & Experience

Skills

Customer Support > Technical Support 10+ Years

Basic computer literacy, drawing and basic customer service. 10+ Years

Design > Graphic Design > Coreldraw 10+ Years

Office and Administration > Google Suite 5-10 Years

Office and Administration > Microsoft 365 5-10 Years

Experience highlights

Technical Product Support Specialist

Corel Corporation (Alludo) · April/2016 – Present

Answers technical support tickets.
Manages and organizes email queues.
Addresses customer escalations through email and chat.
Resolves customer account-related issues.
Provides remote desktop assistance for installation-related problems.

Technical Support Team Lead

Hewlett Packard Enterprise (Corel account) · June/2015 – Present

Leads and supervises the team and agents.
Manages and prioritizes email queues.
Handles customer escalations.
Conducts product training sessions for agents.
Organizes and leads bi-weekly/monthly team meetings.
Performs annual evaluations of agents.
Oversees leave approval for team members.
Manages the team's schedule.
Conducts weekly, monthly, and annual performance evaluations.

Product Supervisory Specialist (Team Lead)

Corel Corporation · December/2012 – Present

Leads and supervises the team and agents.
Manages chat and email queues.
Handles customer escalations.
Conducts new hire interviews and screenings
Participates in software beta testing
Provides product training for agents
Organizes and facilitates bi-weekly/monthly team meetings
Performs QA evaluations for email communications
Conducts annual performance evaluations for agents
Oversees leave approval for team members
Manages team schedules
Conducts quarterly and annual performance evaluations

Product Support Specialist 2

Corel Corporation · May/2011 – Present

Technical Support Agent (email and chat) Level 2 and Subject Matter Expert
Chat support agent
Level 2 support agent
Subject matter expert for specific software supported
Manages multiple chats (3 to 8 chats per hour)
Handles escalation through chat and email
Participates in software beta testing
Provides product training for agents
Appointed as Point of Contact (POC) or Officer in Charge (OIC) during night shifts in the absence of the supervisor/team lead
Handles escalation calls from the phone

Product Support Specialist

Corel Corporation · July/2009 – Present

Technical Support Agent (email and chat).
Chat support agent.
Subject matter expert for certain software products.
Manages multiple chats simultaneously (3 to 8 chats per hour).
Serves as Point of Contact (POC) or Officer in Charge (OIC) during night shifts in the absence of the supervisor/team lead.

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