Carlos - Customer Service & Technical Support Specialist with 5+ years of experience

Manizales, Caldas Department, Colombiaen

Resolved complex customer issues, including billing errors and streaming problems, at Teleperformance.

Configured hardware and software, and trained users on technical support at Zoni Language Centers.

Published on CazVid

Summary

Experienced in resolving customer issues, configuring hardware/software, and providing technical support in bilingual environments.

Key Achievements

Utilized internal tools such as Salesforce, Slack, and Microsoft Teams for troubleshooting and escalation.

Skills

Customer ServiceExpert

Provided high-quality customer support, troubleshooting, and empathy in a bilingual environment.

Technical TroubleshootingAdvanced

Diagnosed and resolved technical issues related to apps, devices, and networks, supporting end-users.

Communication SkillsExpert

Effectively explained technical concepts to non-technical individuals and maintained clear communication with customers.

Workstation Configuration & SupportIntermediate

Configured hardware and software for user setup and trained users on system operations.

Tools & Software Proficiency

Experience

Bilingual Customer Expert Agent / Tier 2

Teleperformance

2023 - Present day

Resolve customer issues escalated from Tier 1 agents (billing errors, account access issues, streaming problems, Google IAP Refunds)., Diagnose and resolve more advanced technical issues (app crashes, playback errors, device compatibility, network-related streaming issues)., Assist with account...

Asesor Académico Estudiantil y Soporte Técnico

Zoni Language Centers

16 de agosto del año 2022 - 15 agosto del año 2023

Explained technical information in clear terms to non-technical individuals to promote better understanding., Configured hardware, devices, and software to set up workstations for employees., Responded to support requests from end-users and patiently walked individuals through basic troubleshooting...