Sarah Lyn Selmo
Technical Support Specislist
CAPAS
Summary
I am passionate about learning new technologies and improving my technical support and web design competencies. I am motivated by the opportunity to help customers and clients achieve their goals and satisfaction. I am looking for a challenging and rewarding role where I can apply my skills and knowledge, and contribute to the success of a dynamic and innovative organization.
Overview
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Language
Work History
Technical Support Specialist
SupportNinja Inc
5 2019 - 05.2024
- As a Technical Support Specialist at SupportNinja, I provide excellent customer service and technical assistance to clients across various industries
- I use Zendesk, a cloud-based customer service platform, to manage tickets, troubleshoot issues, and resolve complaints
- I also leverage my web design skills to create and update websites for internal and external projects
- I also got an opportunity to train agents and also be a subject matter expert where I got to develop skills in providing specialized expertise and guidance to assist customers or users with resolving complex
- Monitored system performance metrics regularly identifying potential areas of concern proactively addressing them before impacting users negatively.
Education
Bachelor of Science - Information Technology Major in Web Develpment
Holy Angel University
Angeles City, Province Of Pampanga, Philippines 04.2001 -
Skills
- Technical Knowledge (I have a deep understanding of the products, systems, and technologies you are supporting This includes familiarity with common issues, error messages, and potential solutions)
- Problem Solving (I excel at diagnosing complex technical problems by analyzing symptoms, logs, and user reports Your ability to identify root causes and devise effective solutions is crucial)
- Communication Skills (I can communicate technical information clearly and concisely to non-technical users)
- Customer Service (My expertise goes beyond technical knowledge I am skilled in delivering excellent customer service, showing empathy, and maintaining a positive attitude while helping users resolve their issues)
- Documentation (I was able to create and maintain comprehensive documentation for troubleshooting procedures, FAQs, and solutions This helps both users and fellow support team members)
- Adaptability (Technology evolves rapidly, and you stay up-to-date with the latest advancements and changes in the field This allows me to provide accurate and relevant support)
- Team Collaboration (I work effectively with other support team members, engineers, and developers to escalate and resolve complex issues that require specialized attention)
- Time Management (I can prioritize tasks and manage my time efficiently, especially during high-demand periods)
- Training (I got involved in training new support team members, sharing my knowledge and experience to help them excel in their roles)
- Continuous Improvement (I am proactive about identifying recurring issues and suggesting improvements to products, processes, or documentation to minimize future problems)
- Remote Support (With the increasing reliance on remote work and digital communication, I am skilled in providing technical support through various channels, such as chat, email, phone, and remote desktop tools)
- Escalation Point (When front-line support agents encounter challenges beyond their expertise, they escalate the issue to me I review the case, perform an in-depth analysis, and offer guidance to ensure the problem is resolved)
Mobile Device Management
References
Joshua Guiwan, 09662115525
Timeline
Bachelor of Science - Information Technology Major in Web Develpment
Holy Angel University
04.2001 -
Technical Support Specialist
SupportNinja Inc
5 2019 - 05.2024