Jecel Mae Rovillos
Technical Support Engineer I
Antipolo
Summary
Technical Support Engineer with expertise in diagnosing and resolving complex technical issues. Delivered high-quality support by leveraging professional relationships and analytical skills to enhance ticket response efficiency. Focused on providing exceptional user experiences through effective communication and collaborative problem-solving.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Technical Support Engineer I - Premium Support
8x8 Philippines Inc
07.2024 - Current
- Provided remote technical support to customers, diagnosing and resolving software, VoIP, application, device, and connectivity-related issues.
- Troubleshot 8x8 communications and VoIP services, including calling, SMS, call forwarding, phone provisioning, user configuration, analytics, and application-related concerns.
- Investigated network and connectivity issues by reviewing customer environments against 8x8 Technical Requirements and Network Readiness guidelines, identifying potential configuration, bandwidth, firewall, and network-related issues affecting service performance.
- Guided customers through structured troubleshooting procedures, enhancing their understanding of connectivity checks, device configuration, cache and cookie clearing, application troubleshooting, and account and user configuration.
- Performed root cause analysis on recurring technical issues, providing actionable recommendations and preventive measures to minimise future incidents.
- Served as an escalation point for complex technical cases, applying product knowledge and systematic troubleshooting techniques to identify underlying causes and determine appropriate resolutions.
- Collaborated with customers and internal teams to gather technical information, reproduce issues, evaluate troubleshooting results, and determine appropriate next steps.
- Documented case details, troubleshooting steps, technical findings, resolutions, and customer confirmations, ensuring clarity and completeness of support records.
- Mentored junior team members on troubleshooting methodologies, product functionality, case documentation, and effective issue-resolution practices.
Customer Care Representative - Premium Support
8x8 Philippines Inc
01.2022 - 07.2024
- Provided timely assistance to 8x8 Premium clients via phone, email, and chat.
- Collaborated with clients to identify and resolve issues, ensuring they received tailored support.
- Provided troubleshooting assistance to ensure that 8x8 systems functioned optimally.
- Handled high call volumes with professionalism and efficiency, contributing to a positive customer experience.
- Increased customer satisfaction by promptly addressing inquiries and effectively resolving issues.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
Sales Channel Manager II
RingCentral Acquire BPO
01.2019 - 01.2022
- Facilitated inbound presales and finalized transactions at RingCentral for customers across various U.S. regions.
- Managed leads and opportunities accordingly to ensure customers had a positive experience.
- Organized and tracked sales leads in CRM system to enhance follow-up process. and opportunities accordingly to ensure customers had a positive experience.
- Assisted sellers in closing deals and provided tailored one-on-one training to improve sales techniques.
- Set up business mobile numbers in cloud voice system to facilitate customer communication. within the cloud voice system to support wireless services.
- Created lead sign-ups in Salesforce and routed them to a dedicated channel manager.
Sales Associate II
Convergys
01.2016 - 01.2019
- Handled inbound calls as a Microsoft Sales Assistant II, providing customer support and upsell assistance.
- Resolved customer concerns, offering tailored support for Microsoft accounts and troubleshooting issues.
- Processed orders for customer hardware and services, ensuring accurate fulfillment and customer satisfaction.
Education
BS - Psychology
Our Lady of Fatima University
Antipolo CitySkills
- Technical Support
- Technical Troubleshooting
- VoIP troubleshooting
- 8x8 analytics
- Analytics for Contact Center
- VoIP Account Management
- English
- Customer support
- System troubleshooting
- Hardware configuration
- Technical documentation
- Root-cause analysis
- Product knowledge
Certification
CompTIA Foundation 8x8
Timeline
Technical Support Engineer I - Premium Support
8x8 Philippines Inc
07.2024 - Current
Customer Care Representative - Premium Support
8x8 Philippines Inc
01.2022 - 07.2024
Sales Channel Manager II
RingCentral Acquire BPO
01.2019 - 01.2022
Sales Associate II
Convergys
01.2016 - 01.2019
BS - Psychology
Our Lady of Fatima University