Open To Work
Crishia Marie Ragasa
City of Naga
Summary
Experienced Technical Support Associate with hands-on technical troubleshooting and problem-solving experience. Highly skilled at resolving technical issues. Deep knowledge base and critical-thinking skills proven to consistently deliver effective first-call resolutions.
Overview
4
4
years of professional experience
2023
2023
years of post-secondary education
Work History
Technical Support Associate
Accenture
Cebu City
09.2023 - Current
- Provided technical assistance to clients via phone and email.
- Diagnosed and resolved software and hardware issues efficiently.
- Collaborated with cross-functional teams to enhance support processes.
- Documented troubleshooting procedures and solutions for future reference.
- Trained new hires on technical support protocols and systems.
- Monitored ticketing system for timely issue resolution updates.
- Assisted in developing user guides and FAQs for common issues.
- Provided technical support to customers by identifying causes of problems, researching and offering effective solutions.
- Developed documentation of common problems and their solutions.
- Provided technical assistance to customers via phone, email, or chat.
- Ensured compliance with security policies and procedures.
- Provided guidance to less experienced technicians when needed.
- Installed, configured, and troubleshot hardware and software for end users.
- Participated in weekly team meetings to discuss current projects.
- Monitored system performance metrics on a daily basis.
- Recorded help desk calls by documenting issues, solutions and closing tickets.
- Used remote login tools to assist clients with technical and product questions.
- Served as first point of contact for incoming technical service calls and emails.
- Maintained up-to-date case documentation for future reference.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Guided customers through step-by-step solutions in a clear and concise manner.
Customer Service Representative
Techmahindra
Cebu City
09.2022 - 05.2023
- Assisted customers with inquiries and resolved issues efficiently.
- Utilized customer management software to track and manage support requests.
- Collaborated with team members to improve service delivery processes.
- Educated customers about products and services offered by the company.
- Documented customer interactions for future reference and analysis.
- Handled escalated customer complaints with professionalism and empathy.
- Conducted follow-up calls to ensure customer satisfaction post-interaction.
- Participated in training sessions to enhance product knowledge and service skills.
- Answered customer inquiries and provided accurate information regarding products and services.
Education
Bachelor of Secondary Education - Filipino
University of Cebu - Main Campus
Cebu City, Philippines 06.2018 - 07.2022
Naga National High School
City, PhilippinesSkills
- Technical troubleshooting
- Software installation
- Remote support
- Documentation management
- Customer relationship management
- Call management systems
- Process improvement
- Team collaboration
- Problem solving
- Effective communication
- Time management
- Critical thinking
- Email administration
- Application support
- Incident reporting
- Active directory
- Ticket management
- VPN configuration
- Troubleshooting
- Technical requirement documentation
- Remote problem resolution
- ITIL framework
- Microsoft outlook
- Technical support
- Active listening
- Service support
- Customer service
- Technical issues analysis
- Verbal and written communication
- Decision-making
Languages
Cebuano
First Language
Tagalog
Proficient (C2)
C2
English
Proficient (C2)
C2
References
References available upon request.
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteSalary Range
₱45000/yr - ₱200000/yrTimeline
Technical Support Associate
Accenture
09.2023 - Current
Customer Service Representative
Techmahindra
09.2022 - 05.2023
Bachelor of Secondary Education - Filipino
University of Cebu - Main Campus
06.2018 - 07.2022
Naga National High School