Candidate No. 664929
PLAY AUDIO
Enrico

Customer Support

Skills

★★★ Advanced:

Performance Management, Email management, more

★★ Intermediate:

Leadership, Adobe Photoshop, Networking, Photo Editing, more

Hourly Rate Gauge

Today's value  AUD $11.59

$10.38

if $ 1 = PHP 42

$12.58

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, New Zealand Daylight Time, US Pacific Standard Time, US Central Standard Time, UK London

Hourly & Monthly Rate:
(inclusive of service fee)

Full Time: AUD $11.59 per hour or $2008.83 per month

*Plus GST for Australian Businesses
Remote Staff Recruiter Comments
  • Erick is a seasoned technical support professional with over 20 years of experience in the customer service and technical support industry, with his longest tenure being at a BPO and telecommunications service provider and with a SaaS-based contact center solution provider.
  • In his most recent work, he specialized in handling complex, multi-skilled troubleshooting across CRM, API, WFO, and omnichannel platforms.
  • He also led client retention efforts for a high-risk, churn-prone account by collaborating with cross-functional teams and successfully regaining the customer’s contract renewal.
  • Some of the tools and platforms he became proficient in are:
    • Support Tools: Salesforce, Jira, Verint (WFO), Virtual Observer, Vira
    • Reporting Tools: Excel
    • Systems & Platforms: CRM tools, API integrations, IVR/ACD systems
  • Erick can start immediately and is available for a full-time work.
  • Predictive Index Behavioral Profile - Specialist
  • Strongest Behaviors
    • Extreme precision, sometimes perfectionistic; strong follow-through to ensure tasks are completed exactly in accordance with quality standards.
    • Nearly exclusive focus on technical, rather than social issues. Very disciplined, specific thinking about what needs to be done, how to do it perfectly, and how to avoid pitfalls. Makes and checks an execution plan that is followed literally.
    • Very careful with rules; is literal and unwavering in interpreting rules, schedules and results. Puts tremendous pressure on themself to move quickly through the day.
  • Behavior Summary
    • Erick is a very conscientious person, particularly attentive to, careful of, and accurate with the details involved in the job. Identifies problems, and enjoys solving them, particularly within own area of expertise. Reserved, serious, and always concerned with the exact correctness of the work. Self-discipline, sense of duty, and respect for authority and tradition are strong qualities in Erick, who takes responsibilities very seriously.
Employment History
Technical Support Associate
Industry:Computer / Information Technology (Software)Employment Period:June 2020 to March 2025 (57 Months)Duties and Responsibilities:
  • Implemented, provided troubleshoot, and supported the call center software solutions in a wide array of configurations and customer environments both remotely and on-site
  • Provided direct support to customers as well as handling all escalated software related inquiries from customers, business partners and vendors
  • Handled escalated cases from Technical Support Representatives
  • Answered incoming calls, responded to customer emails and resolved escalated problems
  • Identified underlying causes of a problem, including problem identification and classification
  • Diagnosed problems accurately and worked to find appropriate solutions in a timely manner.
  • Partnered with Customers to optimize the call center software solution
  • Continually sought opportunities to increase customer satisfaction and strengthen client relationships by interacting effectively at all levels of the client organization
  • Proactively did trend analysis in an attempt to offer preventative solutions and eliminate recurring problems
  • Would be cognizant of all known service outages and would maintain awareness of all maintenance / software product changes that could impact customers
  • Would work cross functionally in a customer facing capacity, and coordinate with internal organizations
  • Handled VCC, Salesforce and WFO support lines of services
Technical Support Representative
Industry:Computer / Information Technology (Software)Employment Period:September 2018 to May 2020 (20 Months)Duties and Responsibilities:
  • Dealt with all customers politely, courteously, and professionally
  • Understood customers' needs through effective listening and questioning skills
  • Provided technical support through voice and email to address customers' concerns on installation and configuration and high quality, efficient, and effective customer service
Team Leader
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:August 2008 to August 2018 (120 Months)Duties and Responsibilities:
  • Responded timely and accurately to the escalations of the Level 1 support
  • Assisted Level 1 support towards 1st time resolution
  • Verified customer problem and validated support team's escalations
  • Gave feedback and track all downtime on all tools required to perform support
  • Identified hot customer issues and dealt with it appropriately
  • Conducted team meetings
  • Performed Quality Monitoring of agents and feedback findings (strengths, areas of improvement)
  • Monitored agents' performance and updated their records on a regular basis
  • Provided feedback to agents' performance on a regular basis
  • Monitored skills of agents and recommended additional training when needed
  • Conducted training to existing and newly hired agents
  • Planned, assigned, and directed work to the team/employees in cooperation with the supervisor
  • Contributed to other projects if requested
  • Checked and trained weekly team meeting topics
  • Scheduled coaching sessions
  • Attended calibration with the client
  • Provided action plan for the improvement of their agents
  • Conducted PEP & PMP sessions to direct reports and approved their leave and overtime applications
Senior Technical Support Professional
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:August 2007 to August 2008 (12 Months)Duties and Responsibilities:
  • Mentored Technical Support Professionals (TSP) by providing technical assistance in process/technical concerns
  • Functioned as a Subject Matter Expert (SME)
  • Handled critical and special customers for more advanced troubleshooting and efficient resolution to the problem
  • Worked on hot tickets, calls and/or issues
  • Responded timely and accurately to the escalations of the Technical Support Professionals via phone and/or email
  • Conducted initial review for tickets and/or calls to be escalated to Tier 2
  • Reviewed chronic and/or intermittent tickets and provides recommendations and next step to resolution
  • Generated and sent daily operations report if requested by the Account Manager/Supervisor and/or Team Manager
  • Assisted team in process dissemination and ensure balance on the process
  • Supported the Team Manager in Queue Management if deemed necessary
  • Functioned as Floor Walkers and/or Shift Leads in absence of Team Manager
  • Contributed to other projects/initiatives for process and account performance improvement
Technical Support Professional
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:May 2005 to August 2007 (27 Months)Duties and Responsibilities:
  • Responsible for the support on the delivery of network and application services for commercial customers requiring global connectivity 24x7 365 days
  • First point of contact for customers and deal with the problems and inquiries that they may have, with an aim to either fixing the problem on the first call or triggering the most appropriate action
Technical Support Representative
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:April 2004 to May 2005 (13 Months)Duties and Responsibilities:
  • Provided technical support to US-based customers through e-mail and phone
  • Assisted customers with product connectivity to both PC- and Macintosh-based computers, and with general setup and troubleshooting of proprietary software for their product
Computer Facilitator
Industry:EducationEmployment Period:February 2001 to March 2004 (37 Months)Duties and Responsibilities:
  • Maintained the hardware and software of all the computers and network system of the school
  • Supported the school registration, cashiering, and utilization of grades system
  • Did the software and hardware installation
  • As an instructor, handled the technical subjects, like PC Hardware and Maintenance, PC Troubleshooting, Equipment Maintenance, Office Productivity Tools, and Windows Basic, Internet, and Microsoft Office Applications tutorial
Art Director
Industry:Printing / PublishingEmployment Period:April 1999 to June 2002 (38 Months)Duties and Responsibilities:
  • Did the all the layout for the newspaper, for the brochures, for calling cards, scanning of pictures, and the manipulation of images
  • Software and hardware maintenance
  • In-charge of dealing with the color separator for the making of the film for the newspaper and proof from the printing press
Computer Graphics Artist
Industry:Printing / PublishingEmployment Period:August 1997 to December 1997 (4 Months)Duties and Responsibilities:
  • Did minor layouts for small brochures
  • Scanned pictures
  • Manipulated images
  • Did some of the typesetting
  • File maintenance for the subscriber and advertisers.
Education History

Field of Study:

Engineering (Computer/Telecommunication)

Major:

Computer Engineering

Graduation Date:

January 1997

Located In:

Philippines

License and Certification:

Not Applicable

Skills

★★★ Advanced:
Performance Management, Email management

★★ Intermediate:
Leadership, Adobe Photoshop, Networking, Photo Editing, Salesforce CRM, Microsoft Office, Java

Work at Home Capabilities

Internet Bandwidth:

Between 5mbps to 100mbps

Working Environment:

Private Room

Speed Test Result:

https://www.speedtest.net/result/17785527549

Internet Type:

Fiber

Hardware Type:

Laptop

Brand Name:

Asus Vivobook

Processor:

Intel I5

Operating System:

Windows 11