Mark Emmanuel Misodiel
Technical Support Representative
Las Pinas, Metro Manila
Summary
Dynamic Technical Support Representative with a proven track record at Teleperformance Center Ayala, excelling in customer service and technical troubleshooting. Enhanced user satisfaction through effective remote support and meticulous issue resolution. Proficient in hardware diagnostics and adept at managing ticketing systems, ensuring seamless communication and support for diverse client needs.
Overview
10
10
years of professional experience
Work History
Technical Support Representative
Teleperformance Center Ayala
11.2018 - 04.2023
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- 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.
- Managed high levels of call flow and responded to technical support needs.
- Created user accounts and assigned permissions.
- Diagnosed and troubleshot hardware, software and network issues.
- Assisted in rollout of new software features, ensuring customers understood and utilized them fully.
- Used ticketing systems to manage and process support actions and requests.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Application Support
MSIT Solutions
03.2013 - 01.2014
- Performed standard back-up procedures and data housekeeping
- Monitored client's prepaid and postpaid logs
- Supported different activities regarding system improvements
Education
Bachelor of Science - Computer Science
AMA Computer College
Parañaque 04.2001 -
Skills
Technical support
Customer service
Technical troubleshooting
Issue troubleshooting
Analytical thinking
Remote support
Call center operations
Ticket support system management
Account management
Hardware diagnostics
Network configuration
Software installation
User credential management
Verbal and written communication
Online chat support
Timeline
Technical Support Representative
Teleperformance Center Ayala
11.2018 - 04.2023
Application Support
MSIT Solutions
03.2013 - 01.2014
Bachelor of Science - Computer Science
AMA Computer College
04.2001 -
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