Marco - Technical Support Specialist with 3+ years of bilingual expertise

Bogotá, Bogota D.C., Colombiaen

Achieved 85% First Contact Resolution rate and maintained under 1-hour SLA compliance at Anthology.

Developed bilingual manuals and translated notifications, enhancing support for Spanish-speaking users.

Published on CazVid

Summary

Experienced in managing support tickets, creating technical documentation, and providing bilingual assistance in diverse tech environments.

Key Achievements

Maintained high customer satisfaction scores (4.8/5 CSAT) through effective troubleshooting and support across multiple platforms.

Skills

Bilingual CommunicationExpert

Fluent in Spanish and English, facilitating effective communication with diverse user bases.

Technical Support & TroubleshootingAdvanced

Experienced in resolving support tickets, creating technical documentation, and providing remote diagnostics across various environments.

Virtual Assistance & Customer ServiceIntermediate

Skilled in email, calendar, and CRM management, supporting user needs in virtual settings.

Tools & PlatformsAdvanced

Proficient with Google Workspace, Microsoft 365, Asana, Trello, and Slack for support and collaboration.

Languages

Spanish

Experience

Technical Support Specialist – Blackboard LMS

Anthology

Jul 2024 - Present

Managed asynchronous support tickets via Salesforce and Freshdesk, achieving an 85 % First Contact Resolution rate and < 1 hour SLA compliance., Authored and translated user guides, FAQs, and technical procedures into Spanish for students and faculty., Coordinated virtual troubleshooting sessions via chat, minimizing unnecessary phone calls.

Technical Support Specialist – HP LaserJet Project

Connempathy

Sep 2021 - Jul 2024

Developed bilingual (EN<>ES) manuals for driver installation, network configuration, and printer maintenance., Provided remote diagnostics and support for Linux and Windows environments, maintaining a 4.8/5 CSAT score., Translated internal notifications and error messages to improve the experience for Spanish-speaking customers.

IT Help Desk Technician – Bilingual EN/ES

Teleperformance

Jun 2020 - Jun 2021

Performed Active Directory user administration, password resets, and access provisioning, documenting all steps in Zendesk., Created standardized procedures and translated technical support documentation.