Customer Support & Technical Support SpecialistCustomer Support & Technical Support Specialist
Matthew
ID Verified$700
per month
($4/hour)
Profile Description
I have 9 years of BPO experience in customer service, technical support, sales support, billing, and customer retention. I have supported telecommunications, retail, and email accounts through inbound and outbound calls, email, and live chat. My strengths include troubleshooting, resolving customer concerns, documenting cases, and recommending suitable products and services. I am adaptable, detail-oriented, and comfortable learning new tools and systems. I am seeking a remote opportunity where I...
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Customer Success
E-commerce & Marketplace
Sales & Business Development
Work Experience
Technical Support Representative
TELETECH
Sep 2024 - Aug 2026
Key Achievements:
Assisted customers with network, equipment, service, and billing concerns using structured troubleshooting and clear explanations. • Achieved 89% first-contact resolution while contributing to a 91% customer satisfaction score. • Identified customer concerns and explained suitable service, billing, and package options. • Processed one-time courtesy bill adjustments within a $30 authorization limit, based on individual case circumstances. • Maintained service quality and met or exceeded quality assurance and performance targets for seven consecutive months. • Helped retain approximately 60% of at-risk customers month to date by addressing concerns and discussing appropriate options.
Technical / Sales Support Representative
TELUS
May 2022 - Jul 2024
Key Achievements:
Handled 50–70 daily inbound calls about Yahoo Email access, account security, and software issues. • Verified customer identity and guided customers through password resets and account recovery procedures. • Explained technical steps clearly and helped customers address account access and security-related concerns. • Recommended premium technical support subscriptions when appropriate to customer needs.
Customer & Technical Support Representative
IQOR
Dec 2019 - Mar 2022
Key Achievements:
Resolved customer concerns involving Bell Canada internet, television, and home phone services, escalating complex technical issues to Tier 2 support. • Followed resolution windows to check that service issues remained resolved and help reduce repeat contacts. • Handled Walmart product, service, and transaction inquiries across up to four simultaneous chat windows. • Maintained customer-focused communication while managing multiple conversations and following established support processes
Customer Service & Sales Representative
Startek
Sep 2016 - Oct 2019
Key Achievements:
Handled approximately 60 inbound calls daily about cable television, internet, and phone services. • Answered service questions and helped customers identify suitable packages based on their needs. • Worked toward a weekly target of 30 closed sales while explaining service options clearly and professionally.