PHILIP JOVAN BAUTISTA
Technical Support Specialist
Manila
Summary
Experienced Technical Support Specialist with 3 years of experience. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work History
Technical and Remote Support
Booth & Partners
Manila
08.2021 - Current
- Resolved issues regarding software via phone or if necessary remote access.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Take up to 30 escalated calls or cases regarding technical issues, bugs, incompatibility and errors.
- Perform remote access to resolved tutor or customers issue within the software as well as tweaking their system for optimized result.
- Utilizing our tools (Salesforce, Zoura, GoToAssist) to provide customers and our tutors with direct and effective resolution.
Technical Support Specialist
iQor
Sta.Rosa Laguna
06.2020 - 07.2021
- Take up to 60 inbound calls in efficient manner to provide resolutions to software or hardware issue.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Patched software and installed new versions to eliminate security problems and protect data.
- Explained technical information in clear terms to promote better understanding for non-technical users.
CHART RETRIEVAL SPECIALIST
Microsourcing
10.2019 - 05.2020
- Called up to 100 medical offices daily to request necessary medical records despite short training course in a project based enviroment
- Being adept at using electronic and computing systems that are critical to efficient and effective medical data retrieving
- Planning and scheduling provider office visits in such a way that he can accomplish and furnish the data within deadlines
- Adhering to HIPAA's security and privacy norms
- Maintaining utmost security and secrecy on medical records that are required to be transferred from providers' offices to their eventual destinations.
TECHNICAL SUPPORT REPRESENTATIVE
Concentrix, Sampaloc
04.2019 - 11.2019
- Addressed customer service inquiries quickly and accurately
- Daily answered up to 80 inbound calls and efficiently directed caller to correct individual or department
- Communicated with customers to explain billing procedures and arranged for payment options, processed all payments accurately
- Improved customer service by assisting in enhancement of company's technical support process.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
Education
Undergraduate - Tourism Management
National Teachers College
Manila 06.2016 - 01.2019
Undergraduate - Banking & Finance
Polytechnic University of The Philippines
San Juan 06.2014 - 05.2016
Skills
Remote Technical Support (Mac, Windows, Linux)
CRM (Salesforce, Zoura)
Technical Support Triage
Complaint resolution
Timeline
Technical and Remote Support
Booth & Partners
08.2021 - Current
Technical Support Specialist
iQor
06.2020 - 07.2021
CHART RETRIEVAL SPECIALIST
Microsourcing
10.2019 - 05.2020
TECHNICAL SUPPORT REPRESENTATIVE
Concentrix, Sampaloc
04.2019 - 11.2019
Undergraduate - Tourism Management
National Teachers College
06.2016 - 01.2019
Undergraduate - Banking & Finance
Polytechnic University of The Philippines
06.2014 - 05.2016