Renz Norman Bernales
Tech/Customer Support
Talisay City
Summary
Experienced Technical Support professional with 5+ years of experience providing remote and on-site support for hardware, software and networks. Proven ability to diagnose and resolve technical issues quickly and efficiently while providing excellent customer service.
Overview
5
5
years of professional experience
Work History
Technical Support Engineer Yoast SEO
Newfold Digital
Cebu City
12.2023 - Current
- Assist users in installing, configuring, and troubleshooting the Yoast SEO plugin.
- Help identify and resolve conflicts with other plugins or themes.
- Guide users through errors or issues related to WordPress SEO.
- Educate users on how to use Yoast SEO features (e.g., readability analysis, keyword optimization, XML sitemaps).
- Provide general best practices for on-page SEO (titles, meta descriptions, keyword density, etc.).
- Explain SEO-related terms and help users improve their content for better rankings.
- Respond to support tickets, emails, live chats, or forum posts.
- Communicate clearly and patiently with both beginners and advanced users.
- Escalate complex issues to developers or higher-tier support when needed.
- Provide feedback to the product or development team to improve the plugin.
- Stay up-to-date with changes in the Yoast plugin, SEO algorithms, and WordPress updates.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Performed root cause analysis of reported issues to enact corrections.
Wordpress Live Support / Designer
Newfold Digital
Cebu City
01.2022 - 12.2023
- Backend tasks (Atarim & Zendesk)
- Website Performance Optimization
- Theme & Plugin(SEO) Recommendations
- Guiding Users through Processes
- Responding to User Inquiries
- Designing WordPress Websites
- Chat, Email, Phone Support
- UI/UX Design
- Responsiveness and Mobile Compatibility
- Streamlined design processes, resulting in increased efficiency and faster project completion times.
Shopify Merchant Support Advisor
Intouch CX
01.2021 - 01.2022
- Order Management
- Customer Assistance
- App and Theme Setup
- Store Setup and Customization
- SEO and Marketing Support
- Payment and Shipping Integration
- Data Analysis and Reporting
- Chat, Phone, Email Support
Intuit QuickBooks Support
Concentrix
01.2020 - 01.2021
- Customer Assistance
- Troubleshooting Software Problems
- Data Recovery and Repair
- Software Installation and Setup
- Financial Data Import/Export
- Software Updates and Upgrades
- Multi-User Setup and Networking
- Bank Reconciliation Assistance
Education
Bachelor's Degree - Environmental Science
Bohol Island State University
Candijay, Bohol , Philippines 06.2019 - 06.2019
Skills
- Order Management
- Customer Assistance
- App and Theme Setup
- Store Setup and Customization
- SEO and Marketing Support
- Payment and Shipping Integration
- Data Analysis and Reporting
- Chat, Phone, Email Support
- Wordpress Live Support/Designer
- Backend tasks (Atarim & Zendesk)
- Wordpress Management
Personal Information
Date of Birth: 02/06/99
Timeline
Technical Support Engineer Yoast SEO
Newfold Digital
12.2023 - Current
Wordpress Live Support / Designer
Newfold Digital
01.2022 - 12.2023
Shopify Merchant Support Advisor
Intouch CX
01.2021 - 01.2022
Intuit QuickBooks Support
Concentrix
01.2020 - 01.2021
Bachelor's Degree - Environmental Science
Bohol Island State University
06.2019 - 06.2019
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