Jesús - Customer Support & Technical Support Specialist with 4+ years in BPO industry

Delivered high-quality support, resolving customer inquiries efficiently and maintaining positive relationships.

Diagnosed and resolved software, connectivity, and device issues, ensuring optimal customer experiences.

Excelled in verbal and written communication in both English and Spanish, facilitating clear customer interactions.

Effectively managed customer conflicts and escalations, turning challenges into positive outcomes.

Maintained detailed and accurate case records, supporting team efficiency and knowledge sharing.

Handled inbound and outbound customer interactions related to billing, payments, and account inquiries.. Delivered soft collections support while maintaining a customer-first and professional approach.. Resolved issues efficiently while meeting performance, compliance, and quality metrics.. Accurately documented all interactions using CRM and internal systems.

Provided technical support for customer devices and services via inbound channels.. Diagnosed and resolved software, connectivity, and system-related issues.. Guided customers through clear, step-by-step troubleshooting solutions.. Escalated complex cases following established technical support procedures.

Managed back-office technical cases with a strong focus on accuracy and efficiency.. Investigated and resolved escalated technical issues without direct customer interaction.. Maintained detailed documentation while adhering to SLA requirements.. Collaborated with internal teams to ensure timely and effective resolutions.

Assisted customers with inquiries, service requests, and issue resolution.. Maintained high service quality standards in a fast-paced support environment.. Ensured professional, clear, and courteous communication across all interactions.