JAIME LUIS R. BAVIERA
Product Support Specialist
Cainta
Summary
Technology-inclined professional, possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing software support to users and developing and implementing technical solutions. Always ready to help the team achieve company goals.
Overview
8
8
years of professional experience
Work History
Product Support Specialist in Customer Support
Boldr
10.2021 - Current
- Resolved technical issues for clients through effective troubleshooting and problem-solving techniques.
- Able to help identify over 200 bugs in client's platform.
- Maintained tracking of active and fixed problems in client's platform.
- Supported clients during critical incidents (like site-wide outages), demonstrating calm and reassuring demeanor under pressure while working towards a swift resolution.
- Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
- Maintained transparency with Boldr team and client about trending bugs, and fixed bugs in client's platform.
- Generated reports to track potential new bugs and analyze trending bugs.
- Conducted comprehensive training sessions for new internal staff in regards to handling customers and how to identify problems within client's platform.
- Peer Recognition Award for Q4 2021 and Q1 2022
Customer Support Specialist
Boldr
02.2020 - 10.2021
- Maintained thorough knowledge on product/platform to provide accurate information and expert advice to clients.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Participated in meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Able to attain ticket quota for clients.
Intern
PLDT
05.2017 - 07.2017
- Conducted competitive analysis on the vendors in the UC&C, & UCaaS at PLDT Enterprise in Makati City.
- Created training manuals/handouts for employees.
- In addition, I helped in organizing classes and exams at Tech Train division in Mandaluyong City.
Education
Bachelor of Science - Business Administration
University of Asia & The Pacific
04.2001 -
Skills
- Proficient in using Microsoft Word, PowerPoint and Excel
- Experienced in organizing events
- Can adapt in different situations
- Effective Communication
- Good Attention to Detail
- Email Support
- Good at Network Troubleshooting
- Efficient in Zendesk
- Efficient in Shortcut and Notion Bug trackers
Timeline
Product Support Specialist in Customer Support
Boldr
10.2021 - Current
Customer Support Specialist
Boldr
02.2020 - 10.2021
Intern
PLDT
05.2017 - 07.2017
Bachelor of Science - Business Administration
University of Asia & The Pacific
04.2001 -
Similar Profiles
Donna Merthel PerezDonna Merthel Perez
Senior Customer Advocate at BoldrSenior Customer Advocate at Boldr
Sid KamaraSid Kamara
Senior Account Executive at BoldrSenior Account Executive at Boldr
Deborah HamillDeborah Hamill
SVP, People & Places at BoldrSVP, People & Places at Boldr
APRIL-ANN PROTACIOAPRIL-ANN PROTACIO
Office Staff at Avesco Marketing CorporationOffice Staff at Avesco Marketing Corporation
Michael Calma BondocMichael Calma Bondoc
L2 Support Engineer at Data CanopyL2 Support Engineer at Data Canopy