José - Technical Support Specialist with 5+ years in customer service and IT

San José, San José, Costa Ricaen

Progressed from customer service representative to SME and Tier 2 support agent, increasing expertise in support roles.

Handled complex Tier 2 support cases, providing guidance and mentoring to Tier 1 agents as an SME.

Publicado en CazVid

Resumen

Detail-oriented support specialist with extensive experience in customer service, technical troubleshooting, and mentoring roles across support teams and high-profile accounts.

Logros Clave

Managed high-profile accounts and provided leadership as GURU and Elite Agent at Sykes.

Habilidades

Technical TroubleshootingAdvanced

Applied troubleshooting skills to resolve Tier 1 and Tier 2 support cases efficiently.

Customer Service & SupportExpert

Delivered customer support for high-profile accounts, ensuring quality service and issue resolution.

Linux & Command LineIntermediate

Utilized Linux and terminal commands for troubleshooting and support tasks.

Programming & Web DevelopmentIntermediate

Applied basic programming skills in C++, C#, Java, Python, PHP, and web development in HTML, CSS, and JavaScript.

Cloud Services Knowledge

Experiencia

Technical Support / SME

Foundever

October 2022 - October 2024

First-line agent resolving Tier 1 support cases., Tier 2 agent handling complex cases and providing support to Tier 1 agents as an SME.

Customer Service / SSO Agent / Elite Agent / GURU

SYKES

August 2019 - 2022

Customer Service Representative., SSO and Elite Agent managing high-profile accounts., GURU role, providing guidance and support to customer service agents.