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Carlos
Customer Service & Technical Support Specialist with 5+ years of experience
Contacto
Competencias
Provided high-quality customer support, troubleshooting, and empathy in a bilingual environment.
Diagnosed and resolved technical issues related to apps, devices, and networks, supporting end-users.
Effectively explained technical concepts to non-technical individuals and maintained clear communication with customers.
Configured hardware and software for user setup and trained users on system operations.
Navigate and utilize Salesforce, Slack, Microsoft Teams, and other support tools efficiently.
Educacion
Idiomas
Resumen
Experienced in resolving customer issues, configuring hardware/software, and providing technical support in bilingual environments.
Logros Clave
- 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.
- Utilized internal tools such as Salesforce, Slack, and Microsoft Teams for troubleshooting and escalation.
Experiencia
Bilingual Customer Expert Agent / Tier 2
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
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...