James Christian Español
Paco, Manila, Metro Manila
Summary
Skilled Technical Support Representative with a proven track record at Opentext, adept in technical troubleshooting and offering exceptional remote support. Demonstrated ability to enhance customer satisfaction through effective problem-solving and active listening. Expert in managing ticket support systems and resolving complex technical issues, significantly improving user experience.
Overview
2
2
years of professional experience
Work History
Technical Support Representative
Opentext
01.2023 - Current
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Education
Computer Engineering
Mapua University
Intramuros, Manila12.2022
Skills
- Technical troubleshooting
- Technical support
- Product troubleshooting
- Remote support
- Issue troubleshooting
- Active listening
- Application support
- Software installation
- Technical issues analysis
- Ticket support system management
- Mac systems
- Product knowledge
- Analytical thinking
- Problem-solving
Timeline
Technical Support Representative
Opentext
01.2023 - Current
Computer Engineering
Mapua University
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