Andres Pachano
Customer Support Specialist
Pifo,Pichincha
Summary
Bilingual tech-inclined possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing top-notch customer support in various fields, such as Network, SaaS, B2B, etc. Excellence in developing fast and acknowledgeable solutions while providing top quality service to customers.
Overview
3
3
years of professional experience
2
2
Languages
2
2
years of post-secondary education
Work History
Tier 1 Customer Support Specialist
Replo
Quito, Pichincha
01.2024 - Current
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Multitasked to handle diverse customer needs in high-volume conversation setting, prioritizing tasks to keep up with challenging deadlines.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered constant flow of customer chats with minimal wait times.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Shopify Page builder support
- Responsive Web design
- Assisted in the development of user guides, FAQs, and other self-help resources for customers seeking quick answers to common questions.
IT Technician
WiFiExpert.pro
Quito, Pichincha
04.2022 - Current
- Improved network efficiency by optimizing configurations and implementing necessary updates.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Participated in planning sessions for IT projects, contributing technical expertise to ensure successful project outcomes.
- Reduced system downtime by proactively monitoring and addressing potential issues in a timely manner.
- Collaborated with cross-functional teams to achieve seamless integration of new software applications into existing systems.
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
- Offered assistance in implementing and developing training programs.
- Created user accounts and assigned permissions.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Developed and documented standard operating procedures for consistent IT service delivery across the organization.
- Maintained office PCs, networks and mobile devices.
Tier 3 Customer Support Specialist
SupportYourApp
Quito, Pichincha
01.2023 - 09.2023
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Developed strong communication and organizational skills through working on group projects.
- NoSQL DB search queries to retrieve data that was needed to solve inquiries.
- API Testing through Postman and Python
- Constantly monitoring logs to search for any issues in advance and avoid customers complaints.
Skills
Responsive Web Design
undefinedEducation
Bachelor of Science - Computer Science
University of The People
Pasadena, California 09.2022 - Current
Timeline
Tier 1 Customer Support Specialist
Replo
01.2024 - Current
Tier 3 Customer Support Specialist
SupportYourApp
01.2023 - 09.2023
Bachelor of Science - Computer Science
University of The People
09.2022 - Current
IT Technician
WiFiExpert.pro
04.2022 - Current
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