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
HTML/CSS
SQL Queries
Postman (API)
CRM - Zendesk, Pylon, ClickUp
Logical Thinking
Problem Solving
NoSQL DB - Mongo Atlas/Compass
Responsive Web Design
Desktop Technical Support
Hardware Installation
Application installations
Help Desk Operations
Application support
Technical Support
Network Troubleshooting
Remote Support
Printers and Peripherals Installation
Attention to Detail
System Upgrades
Network configuration
Apple iOS
Education
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