Jean Abegai Nuñez
Technical Support Representative
Manila
Summary
Experienced technical and customer support representative with a proven track record of providing exceptional customer service and resolving complex technical issues efficiently. Possess strong analytical and problem-solving skills, coupled with a deep understanding of various software and hardware systems. Proficient in troubleshooting hardware and software problems, installing and configuring software applications, and educating users on system functionalities. Adept at multitasking in fast-paced environments while maintaining a high level of professionalism and attention to detail. Dedicated to delivering timely and effective solutions to ensure customer satisfaction and contribute to the success of the organization.
Overview
13
13
years of professional experience
Work History
Customer Support Advisor
NCH Customer Support Services Inc.
03.2021 - Current
- Provide first-class technical support to online gaming users via various communication channels, including live chat, email, and ticketing systems.
- Troubleshoot and resolve technical issues related to game performance, connectivity, account management, and in-game features.
- Assist players with account setup, password resets, and payment processing inquiries.
- Collaborate with internal teams, including developers and QA testers, to escalate and resolve complex technical issues.
- Document and track user-reported issues and resolutions in our CRM (Zendesk) system.
- Stay up-to-date with the latest game updates, patches, and releases to provide accurate information to players.
- Identify trends in player inquiries and provide feedback to improve product usability and customer satisfaction.
- Educate players on game mechanics, controls, and strategies to enhance their gaming experience.
- Maintain a positive and professional attitude when interacting with players, even in challenging situations.
Technical Support Representative
Startek Philippines
11.2017 - 11.2020
- Provide timely and professional technical support to customers via phone, email, or chat channels regarding TV cable and internet services
- Diagnose and troubleshoot technical issues related to cable TV reception, internet connectivity, modem/router configurations, and related hardware/software.
- Guide customers through step-by-step troubleshooting procedures to resolve common technical problems, such as signal loss, slow internet speeds, and equipment malfunctions.
- Escalate complex technical issues to appropriate internal teams, such as network engineers or field technicians, and ensure timely resolution.
- Assist customers with account-related inquiries, including billing questions, service upgrades/downgrades, and account activations/deactivations.
- Educate customers on product features, service packages, and self-service tools to empower them to troubleshoot basic issues independently.
- Document customer interactions, technical issues, and resolutions accurately in the CRM system to maintain comprehensive customer records.
- Collaborate with cross-functional teams, including sales, billing, and operations, to address customer concerns and improve overall service delivery.
- Adhere to service level agreements (SLAs) and performance metrics, such as response time, first call resolution rate, and customer satisfaction scores.
Technical Support Representative
Convergys Philippines
08.2016 - 11.2017
- Provide timely and accurate technical support to customers via chat regarding Xbox gaming consoles.
- Troubleshoot and resolve hardware and software issues related to gaming console setup, connectivity, performance, and functionality.
- Assist customers with account management tasks, such as account creation, password resets, and payment inquiries.
- Guide customers through step-by-step troubleshooting procedures and provide clear instructions to resolve technical issues effectively.
- Stay up-to-date with the latest firmware updates, game patches, and console features to provide accurate information and assistance to customers.
- Document customer interactions, technical issues, and resolutions accurately in the CRM system (Zendesk) to maintain comprehensive records and track trends.
- Collaborate with internal teams, including product development and quality assurance, to escalate and resolve complex technical issues.
- Educate customers on gaming console features, accessories, and online services to enhance their gaming experience and satisfaction.
- Uphold high standards of customer service by demonstrating empathy, patience, and professionalism in all interactions with customers.
- Continuously seek opportunities for self-improvement and skill development through training and feedback sessions.
Office Staff
LMI Express Delivery
01.2014 - 07.2016
- Processing remittances from foreign country to Tie-up Partner (Cebuana, M Lhuillier, Palawan Express), and to Domestic Bank (BDO, BPI, Metrobank, etc.)
- Correcting information for remittances (like name)
- Uses Microsoft Excel to balance the remittances and the funds that we are going to deposit at banks.
Receptionist Cum Admin Assistant
CT Link Systems Inc,
03.2013 - 10.2013
- Make sure to extend a warm welcome to guests and point them in the direction of the right person or department.
- Answer incoming phone calls, screen and route calls to the appropriate party, and take accurate messages when necessary.
- Manage the reception area, ensuring it is clean, organized, and presentable at all times.
- Handle incoming and outgoing mail, packages, and deliveries, distributing them to the appropriate recipients.
- Schedule and coordinate appointments, meetings, and conference room bookings for staff and clients.
- Assist with administrative tasks, such as data entry, filing, photocopying, and scanning documents.
- Maintain office supply inventory by checking stock levels, ordering supplies as needed, and keeping track of expenditures.
- Provide general administrative support to the HR department, including tracking employee attendance, overtime, and use of leave.
- Monitor and maintain visitor access logs and security protocols to ensure the safety and security of the premises.
- Checking/updating company vehicle registration and insurance.
- Handle inquiries and requests from employees and visitors promptly and professionally, ensuring their needs are met in a timely manner.
Customer Care/Technical Representative
Pilipinas Teleserv.
08.2011 - 02.2013
- Provide friendly and professional customer service to telco customers via phone.
- Assist customers with inquiries related to their network services.
- Guide customers through step-by-step troubleshooting procedures and provide clear instructions to resolve technical issues remotely.
- Educate customers on telco products, services, and promotions to help them make informed decisions and maximize their benefits.
- Escalate complex technical issues or customer concerns to the appropriate internal teams for resolution.
- Document customer interactions, inquiries, and resolutions accurately in the CRM system to maintain comprehensive customer records.
- Stay informed about industry trends, new technologies, and telco regulations to provide up-to-date information and support to customers.
Education
Bachelor - Public Administration
Universidad De Manila
Manila City 04.2001 -
Skills
CRM Software/ Zendesk
undefinedTimeline
Customer Support Advisor
NCH Customer Support Services Inc.
03.2021 - Current
Technical Support Representative
Startek Philippines
11.2017 - 11.2020
Technical Support Representative
Convergys Philippines
08.2016 - 11.2017
Office Staff
LMI Express Delivery
01.2014 - 07.2016
Receptionist Cum Admin Assistant
CT Link Systems Inc,
03.2013 - 10.2013
Customer Care/Technical Representative
Pilipinas Teleserv.
08.2011 - 02.2013
Bachelor - Public Administration
Universidad De Manila
04.2001 -
Character Reference:
- Marc Searle Arboleda from Insight
mtarboleda90@gmail.com
09307681964 - Charmaine Fernandez from Accenture
charmainefferrer@gmail.com
+639664725401
Character Reference:
- Marc Searle Arboleda from Insight
mtarboleda90@gmail.com
09307681964 - Charmaine Fernandez from Accenture
charmainefferrer@gmail.com
+639664725401
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