Candidate No. 497816
PLAY AUDIO
Jane

Customer Support

Technical Support Specialist

Skills

★★★ Advanced:

Technical Support, Inbound Calls, Chat Support, Troubleshooting, more

★★ Intermediate:

Email Handling, Email Support, more

Hourly Rate Gauge

Today's value  AUD $9.95

$9.01

if $ 1 = PHP 42

$10.66

if $ 1 = PHP 30
Currency Fluctuation Range

*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.

Employment Preferences

Availability:

 Full Time

Preferred Timezone:

Australian Western Standard Time, Australian Central Standard Time, Australian Eastern Standard Time

Hourly & Monthly Rate:
(inclusive of service fee)

Full Time: AUD $9.95 per hour or $1723.93 per month

*Plus GST for Australian Businesses
Remote Staff Recruiter Comments
  • Jane has been working for 13 years in different BPO companies. She handled different positions such as Customer Service Specialist, Chat Support, Loan Agent, and Technical Support  Representative. For the past 13 years in Customer service, she always makes sure to build a good rapport and satisfy customers by fulfilling their needs. Jane supported the following task: 
    • Troubleshoot
    • Inbound and Outbound calls
    • Chat support
    • Email support
    • Technical support
    • Admin task
  • She is proficient in tools such as Einstein, CRM, and Microsoft tools.
  • Jane is available to start immediately and she is amenable to working the day shift for any part-time or full-time position.
Predictive Index Behavioral Profile - Operator

Strongest Behaviors
  • Detail-oriented and accommodating; most comfortable working as part of a well-defined team for which they produce high-quality output and decisions.
  • Private, serious, introspective, and reserved. 
  • Focused; can concentrate on the task at hand for long periods. Quickly notices and understands technical matters more than social ones. Consistent and patiently thoughtful.
Behavioral Summary
Helpful, patient, and stable; works steadily and consistently. Respectful of established processes, standards, and policies, they will work within those standards to ensure repeated successes and high-quality results. Jane has the patience and tolerance required for routine work and can be relied on to do such work consistently and in a relaxed manner. Prefers having, and following, a well thought-out process to ensure success. If they are responsible for establishing the process, they will do so in a thoughtful, methodical manner, paying close attention to details and time-honored successes. Once established, they’ll expect that the process be followed consistently.
Employment History
Customer Service Rep
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:May 2007 to November 2008 (18 Months)Duties and Responsibilities:
  • Maintaining a positive, empathetic, and professional attitude toward customers at all times.
  • Responding promptly to customer inquiries.
  • Communicating with customers through various channels.
  • Acknowledging and resolving customer complaints.
  • Knowing our products inside and out so that you can answer questions.
  • Processing orders, forms, applications, and requests.
  • Keeping records of customer interactions, transactions, comments, and complaints.
  • Communicating and coordinating with colleagues as necessary.
  • Providing feedback on the efficiency of the customer service process.
  • Managing a team of junior customer service representatives.
  • Ensure customer satisfaction and provide professional customer support.
Customer Service Rep
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:August 2010 to February 2017 (78 Months)Duties and Responsibilities:
  • Provide accurate, valid, and complete account, product, and service information by using the right methods or tools.
  • Resolve product or service problems by clarifying customers' complaints.
  • Determine the cause of the problem.
  • Select and explain the best solution to solve the problem.
  • Expedite correction or adjustment.
  • Follow up to ensure resolution.
  • Handle complaints, provide appropriate solutions, and alternatives within the time limits.
  • Follow up to ensure resolution and attainment of complaints resolution targets.
  • Manage large amounts of incoming calls.
  • Keep records of customer interactions, process customer accounts, and file documents.
  • Follow communication procedures, guidelines, and policies.
Customer Service Rep
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:May 2017 to September 2018 (16 Months)Duties and Responsibilities:
  • Interact with customers to solve issues and questions about products, services, and policies
  • Maintain a positive and friendly tone with customers at all times
  • Establish new customer accounts and record account information, like phone numbers or addresses, on your digital platform
  • Listen to customer complaints and try to identify the cause of their problem to your best ability
  • Identify the appropriate response and strategy to solve customer issues as quickly as possible
  • Relegate unique customer cases to supervisors or the appropriate department and provide context when necessary
  • Be able to manage large amounts of phone calls, chats, emails, and other communication channels
  • Assist customers on placement of orders, refunds, or exchanges
  • Ensure customer satisfaction and maintain professional customer support 
  • Place the customer at the center of the customer service experience
Loan Agent
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:February 2020 to July 2020 (5 Months)Duties and Responsibilities:
  • Evaluate credit worthiness by processing loan applications and documentation within specified limits
  • Interview applicants to determine financial eligibility and feasibility of granting loans
  • Determine all applicable ratios and metrics and set up debt payment plans
  • Communicate with clients either to request or to provide information
  • Justify decisions (approvals/rejections) and report on them
Technical Support Rep
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:September 2020 to May 2023 (32 Months)Duties and Responsibilities:
  • Identifying hardware and software solutions.
  • Troubleshooting technical issues.
  • Diagnosing and repairing faults.
  • Resolving network issues.
  • Installing and configuring hardware and software.
  • Speaking to customers to quickly get to the root of their problem.
  • Providing timely and accurate customer feedback.
  • Talking customers through a series of actions to resolve a problem.
  • Following up with clients to ensure the problem is resolved.
  • Replacing or repairing the necessary parts.
  • Supporting the roll-out of new applications.
  • Providing support in the form of procedural documentation.
  • Managing multiple cases at one time.
Education History

Field of Study:

Not Applicable

Major:

Not Applicable

Graduation Date:

January 1993

Located In:

Philippines

License and Certification:

Not Applicable

Skills

★★★ Advanced:
Technical Support, Inbound Calls, Chat Support, Troubleshooting

★★ Intermediate:
Email Handling, Email Support

Work at Home Capabilities

Internet Bandwidth:

Between 5mbps to 100mbps

Working Environment:

Private Room

Speed Test Result:

Not Applicable

Internet Type:

Fiber

Hardware Type:

Desktop

Brand Name:

Built-in

Processor:

Intel Core i5

Operating System:

Windows 10