Candidate No. 535381
PLAY AUDIO
Rosalie

Customer Support

Technical Support Specialist

Phone Support Agent

Skills

★★★ Advanced:

Email Support, Email management, Customer Support, Technical Support, more

★★ Intermediate:

Email client, Email Server Administration, Customer Handling, 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
  • Rosalie has been working for 5 years in different local companies from BPO industries. She handled different positions such Email Backlogs Support, Technical Support Representative, and Customer Service Representative. She also catered a client in the US and Australia. She supported the following tasks:
    • Handling customer technical support cases through phone and email submission
    • Handle inbound and Outbound Calls
    • Manage of the Returns and Refunds Process
    • Manage social media and App queries
  • She is proficient in system such CRM, Google Suite, and Microsoft Word.
  • Rosalie is available to start immediately and she is amenable to working the day shift for any part-time or fulltime position.

Predictive Index Behavioral Profile - Collaborator

Strongest Behaviors
  • Teaches and shares; often working collaboratively with others to help in any capacity.
  • Accommodating; most comfortable working with others, often puts team/company goals before personal goals. Promotes teamwork by actively sharing authority.
  • Relatively informal and outgoing with others. Communicates in an open, lively, flexible manner, drawing others into the conversation.
Behavioral Summary
Rosalie is a warm, informal, outgoing, and congenial person who gets along comfortably with most people, meets new people easily and enjoys doing so, and works as well in group situations as well as one-on-one. A persistent, eager helper; has the kind of comfort with intangibles required to do work requiring an intuitive understanding of others’ viewpoints and feelings.Unassuming, cooperative, agreeable, and particularly socially-focused; their understanding of others, and ability to get along well with them, are strong qualities.
 
Employment History
Technical Support
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:October 2021 to May 2023 (19 Months)Duties and Responsibilities:
  • To assist customers with queries related to their order status, available products, dispatch details, payment details, etc via emails and deal with multiple customers at the same time.
  • Maintaining a positive, empathetic, and professional attitude toward customers at all times. • Managing of the Returns and Refunds Process
  • Acknowledging and resolving customer complaints.
  • Keeping records of customer interactions, transactions, comments, and complaints.
  • Communicating and coordinating with colleagues as necessary.
  • Knowing our products inside and out so that you can answer questions.
  • To manage social media (Facebook, twitter) and App queries
  • Coordinating with different courier partners, to get an update on the delivery status etc
  • To manage all daily tasks and duties related to the process with strict compliance to guidelines.
Customer Service Representative Technical Support Representative
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:December 2018 to October 2021 (34 Months)Duties and Responsibilities:
  • Handling customer technical support cases through phone and email submission
  • Updating the company website with tech tips and brief documents
  • Evaluating system potential through assessing compatibility of new programs with existing programs
  • Improving existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations
  • Maintaining system functionality by testing computer components
  • Achieving computer stem objectives through collecting relevant data, identifying and evaluating options and suggesting a course of action
  • Maintain client confidence by keeping their information confidential
  • Help in creating customer surveys, segmentation & getting feedback to improve our processes, products and customer experience
  • Preparing reference material for users by drafting operation instructions
Customer Service Representative/Technical Support Representative
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:October 2015 to July 2017 (21 Months)Duties and Responsibilities:
  • CSR's main task is to offer full range of customer service to assigned Employer's Clients, by phone, fax, or mail/e-mail. Full range of customer service includes handling of incoming calls and outgoing calls (incl. sales calls). The offered customer service should be of highest quality - accurate, polite, and competent.
  • CSR's work duties can as well include data input to Clients' programs and other back office tasks. The BO tasks should be made on first opportunity, precisely, without mistakes.
  • Additional responsibilities may be added as the needs of the business change and expand:
  • Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
  • Gather customer's information and determine the issue by evaluating and analyzing the symptoms;
  • Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;
  • Research required information using available resources;
  • Follow standard processes and procedures;
  • Identify and escalate priority issues per Client specifications;
  • Redirect problems to appropriate resource;
  • Accurately process and record call transactions using a computer and designated tracking software;
  • Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business;
  • Organize ideas and communicate oral messages appropriate to listeners and situations;
  • Follow up and make scheduled call backs to customers where necessary;
  • Stay current with system information, changes and updates.
HR Assistant
Industry:OthersEmployment Period:April 2014 to October 2014 (6 Months)Duties and Responsibilities:
  • Plans and administer employee benefit programs both government mandated and company-initiated benefits, such as flexible fringe benefits; HMO, loan, Paid leaves, and others.
  • Develops and maintains a system of procedures to administer the employee benefits program.
  • Recommends employee benefit programs by promoting, evaluating current employee benefits program of the company.
  • Conduct benchmarking surveys of compensation and benefits to similar industries, as well to other industries. Provides benefit orientations to employees.
  • Enroll employees upon entitlement HMO and cancel employee's membership after separation from the company.
  • Evaluates proposed employee benefit contracts by studying provisions, estimating impact.
  • Assist employees in filing SSS, HDMF Loan, and all other related and deferred benefit claims.
  • Verify the calculation of the monthly premium statements for HMO and maintains statistical data relative to premiums, claims, and costs. Resolve administrative problems with the carrier representatives.
  • Implement new benefit programs; arranges and conducts employee information presentations and enrolments.
  • Determines employee benefit interests by conducting employee surveys; forming focus groups; analyzing responses.
  • Maintains employee confidence and secures HR data / files / information by keeping information confidential. 
Education History

Field of Study:

Computer Science/Information Technology

Major:

Web Application Development

Graduation Date:

April 2014

Located In:

Philippines

License and Certification:

Not Applicable

Skills

★★★ Advanced:
Email Support, Email management, Customer Support, Technical Support

★★ Intermediate:
Email client, Email Server Administration, Customer Handling

Work at Home Capabilities

Internet Bandwidth:

Between 5mbps to 100mbps

Working Environment:

Private Room

Speed Test Result:

https://speedtest.net/result/15561859095

Internet Type:

Fiber

Hardware Type:

Laptop

Brand Name:

DELL

Processor:

CORE I5

Operating System:

Windows 10