Amer Ecot
Raritan,NJ
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems, networking protocols, and troubleshooting hardwares and softwares. Technical Support Representative with over 10 years experience in help desk and technical support services thru Live Chat, Phone, Live Video Calls and Remote access support. Extensive knowledge of using and troubleshooting various computer issues and equipment.
Overview
13
13
years of professional experience
Work History
Technical Support Representative for VOIP Dialer
Ninja Technologies Thru Upwork
11.2019 - 09.2023
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Prepared references for users by writing clear operating instructions.
- Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve VOIP issue.
- Evaluated system potential by testing compatibility of new programs with existing programs.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Tested new software and hardware prior to deployment.
- Configured and tested new software and hardware.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Monitored system performance to identify potential issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in live video call.
Customer Service Representative
Chronos Strategies (Call Center)
10.2017 - 05.2019
- Answered approximately 100 incoming calls per day.
- Responded to customer requests for products, services, and company information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Tracked customer service cases and updated service software with customer information.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Managed timely and effective replacement of damaged or missing products.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Rep 3 (AT&T and DirectTV USA)
Ibex Global (Call Center)
06.2014 - 10.2017
- Managed high levels of call flow and responded to technical support needs.
- Managed approximately 60 incoming calls, emails and faxes per day from customers.
- Used ticketing systems to manage and process support actions and requests.
- Researched product and issue resolution tactics to address customer concerns.
- Promoted efficiency among departments with prompt resolution of system issues.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Responded promptly to incoming sales leads and requests for technical support.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured and maintained computer systems and network connections.
- Developed and implemented preventive maintenance procedures.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Technical Support Rep (Time Warner Cable )
[24]7 Philippines (Call Center)
07.2012 - 05.2014
- Responded to customer requests for products, services, and company information.
- Managed approximately 80 incoming calls, emails and faxes per day from customers.
- Tracked customer service cases and updated service software with customer information.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Delivered prompt service to prioritize customer needs.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Implemented and developed customer service training processes.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed and updated databases to handle customer data.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Maintained up-to-date knowledge of product and service changes.
Technical Support Representative (Telstra Mobiles Australia)
Teletech Philippines (Call Center)
09.2010 - 06.2012
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Managed approximately 50 incoming calls, emails and faxes per day from customers.
- Responded promptly to incoming sales leads and requests for technical support.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
Education
Some College (No Degree) - Business Administration in Marketing
Tomas Claudio Colleges
PhilippinesSkills
- Knowledge of Operating Systems (Apple macOS, Microsoft Windows, Linux, Google's Android OS, and Apple iOS)
- Strong problem-solving skills
- With technical knowledge of troubleshooting hardware and software
- With experience in testing and debugging software
- With experience in troubleshooting VOIP dialer using SaaS technology
- Outstanding customer service skills with pure dedication for good customer experience
- Has excellent multi-tasking ability and meets specific goals set by management
- Expert in responding to customer’s queries by phone, email and chat
- Proficient in English language and has excellent written and verbal communication skills
- Real team player and can cope with fast-paced and ever-changing environment
- QuickBooks
- WordPress, WooCommerce and Amazon Seller Central
- CRM Software
- Performance Tracking
- Script Memorization
- Goal-Oriented
Timeline
Technical Support Representative for VOIP Dialer
Ninja Technologies Thru Upwork
11.2019 - 09.2023
Customer Service Representative
Chronos Strategies (Call Center)
10.2017 - 05.2019
Customer Service Rep 3 (AT&T and DirectTV USA)
Ibex Global (Call Center)
06.2014 - 10.2017
Technical Support Rep (Time Warner Cable )
[24]7 Philippines (Call Center)
07.2012 - 05.2014
Technical Support Representative (Telstra Mobiles Australia)
Teletech Philippines (Call Center)
09.2010 - 06.2012
Some College (No Degree) - Business Administration in Marketing
Tomas Claudio Colleges