Candidate No. 540988
PLAY AUDIO
Carolyn

Customer Support

Technical Support Specialist

Phone Support Agent

Email Support Agent

Skills

★★★ Advanced:

Technical Support, HelpDesk Ticketing, Ticketing System, Chat Support, more

★★ Intermediate:

Account Management, Inbound Calls, Outbound Calling, more

Hourly Rate Gauge

Today's value  AUD $10.44

$9.42

if $ 1 = PHP 42

$11.24

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 $10.44 per hour or $1809.40 per month

*Plus GST for Australian Businesses
Remote Staff Recruiter Comments
  • Carolyn has been working for more than 10 years in different local companies in the BPO industries. She handled different positions such as Customer Service Representative, Technical Support Specialist, and Senior Advisor Technical Support. She worked with US and European clients. She supported the following task:
    • Technical support
    • Ticketing System
    • Inbound/Outbound calling
    • Chat support
    • Admin 
  • In her last employment, she stayed there for 9 years and was promoted to Senior Advisor and handled a team. 
  • She is proficient in client-based CRM, Zoom, Google Suite, and Mircosoft tools. 
  • Carolyn 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 - Altruist 

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.
  • Collaborative; usually works with and through others. Intuitive understanding of team cohesion, dynamics, and interpersonal relations.
Behavioral Summary
Unassuming, unselfish and has a genuine interest in other people and a strong, intuitive understanding of them. Outgoing and friendly, they enjoy working with others and is lively, warm company. A pleasant and extraverted person, Carolyn is an effective communicator, able to stimulate and motivate others while being aware of and responsive to their needs and concerns. Their congenial personality and friendly, interested attitude make them readily approachable. Carolyn gets along easily with a wide variety of people.

Their drive is directed at working with and for others. They derive particular satisfaction from doing things for others, the company, management, the team, and for the company’s customers. Cooperative and willing, this individual can be a particularly effective teacher and communicator of the company’s policies, programs, and systems.

Employment History
SENIOR ADVISOR TECHNICAL SUPPORT
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:October 2014 to August 2023 (106 Months)Duties and Responsibilities:
  • Respond to customer inquiries via phone, email, and live chat.
  • Perform troubleshooting with non-technical and technical users to resolve issues, identify, and escalate concerns to the appropriate team when necessary.
  • Conduct searches to find needed information, using such sources as the internet.
  • Create, maintain, and enter information into databases.
CUSTOMER SERVICE REPRESENTATIVE
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:April 2014 to September 2014 (5 Months)Duties and Responsibilities:
  • Assisting US based customers for their phone service plans and for minor technical issues
  • Answering customer questions to learn about their situation
  • Asking questions to get a better idea of what might be wrong
  • Diagnosing and providing clear advice on what the user can do to solve their problem
  • Logging information about the correspondence into the company’s system to keep a record of actions
TIER 1 TECHNICAL SUPPORT REPRESENTATIVE
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:April 2013 to September 2013 (5 Months)Duties and Responsibilities:
  • Confer with customers by phone and email to provide information about handheld devices.
  • Providing troubleshooting procedures with non-technical users.
  • 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.
  • Testing and evaluating new technologies.
CUSTOMER SERVICE REPRESENTATIVE
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:January 2013 to March 2013 (2 Months)Duties and Responsibilities:
  • Respond to customers' questions and concerns through the phone to provide information about the product or services.
  • Resolve customers' service or billing complaints by performing activities such as refunding money or adjusting bills.
  • Assume the responsibility of receiving and sorting incoming payments with attention to credibility
  • Manage the status of accounts and balances and identify inconsistencies
TECHNICAL SUPPORT REPRESENTATIVE
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:February 2012 to January 2013 (11 Months)Duties and Responsibilities:
  • Providing UK customers assistance for their mobile devices technical support
  • 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.
CUSTOMER AND TECHNICAL SUPPORT REPRESENTATIVE
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:January 2011 to January 2012 (12 Months)Duties and Responsibilities:
  • Engage with customers via phone.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Documents all transactions and supports interactions in the system for future reference and addition to knowledge base.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
ACCOUNTING ASSISTANT RELIEVER
Industry:Accounting / Audit / TaxEmployment Period:September 2010 to February 2011 (5 Months)Duties and Responsibilities:
  • Prepares budgets, records, and sends invoices for services or products rendered by company employees that have been approved by management.
CUSTOMER SERVICE REPRESENTATIVE ORDER TAKER
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:May 2008 to August 2010 (27 Months)Duties and Responsibilities:
  • Accepts incoming call for a well-known fast food chain in the country to take orders
  • ●Allocate and track orders and returns
  • Implement and administer procedures to enhance operations
  • Optimise inventory readiness and order fulfillment to ensure maximum sales can be realised
  • Receive, prioritise, process
Education History

Field of Study:

Nursing

Major:

Nursing

Graduation Date:

April 2008

Located In:

Philippines

License and Certification:

Not Applicable

Skills

★★★ Advanced:
Technical Support, HelpDesk Ticketing, Ticketing System, Chat Support, Customer Service

★★ Intermediate:
Account Management, Inbound Calls, Outbound Calling

Work at Home Capabilities

Internet Bandwidth:

Greater than 100mbps

Working Environment:

Private Room

Speed Test Result:

https://www.speedtest.net/result/15814779915

Internet Type:

Fiber

Hardware Type:

Laptop

Brand Name:

HP

Processor:

Ryzen 7

Operating System:

Windows 11