Manuel Hurtado
Veterinary
Quito
Summary
Dynamic Technical Support Engineer with a proven track record at Tecnovet, excelling in problem-solving and customer service. Enhanced client satisfaction through effective troubleshooting and clear communication. Skilled in technical diagnostics, I successfully managed multiple support cases, achieving a high closure rate while fostering strong relationships with clients.
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Technical Support Engineer
Tecnovet
Quito, Provincia de Pichincha
12.2018 - Current
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Documented faults and bugs for referral to development staff for use in updates.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
Seller
Tecnovet
Quito, Provincia de Pichincha
08.2018 - Current
- Developed customized solutions for clients'' unique needs, resulting in improved satisfaction and loyalty.
- Responded to customers' complaints regarding service and product quality to solve issues.
- Analyzed customer buying patterns to make informed decisions on merchandising displays and promotional activities.
- Developed and maintained strong relationships with customers and vendors to establish rapport and build trust.
- Operated cash register to process payments and provided receipts to establish proof of transaction.
- Utilized product knowledge to educate customers on features and benefits.
- Provided exceptional after-sales support by promptly addressing inquiries or concerns from customers regarding their purchases or services rendered.
- Provided customers with information on shipment amounts and cost of products through email or online support chat.
- Packed, labeled, and shipped products to customers, providing accurate delivery timelines.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Informed customers of promotions to increase sales productivity and volume.
Education
Associate of Science - Veterinary Science
Universidad De Las Américas
Quito 05.2001 -
Skills
Technical support
Technical troubleshooting
System troubleshooting
Problem-solving
Analytical thinking
Interpersonal communication
Customer support
Customer service
Email communication
Diagnostic techniques
Timeline
Technical Support Engineer
Tecnovet
12.2018 - Current
Seller
Tecnovet
08.2018 - Current
Associate of Science - Veterinary Science
Universidad De Las Américas
05.2001 -
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