Harry James S.
Puerto PrincesaPhilippines
100% Job Success
Top Rated Plus

Tech support, Customer Service, Quality Assurance Analyst and Mentor

I have worked with technology and customer service for more than 15 years in a call center environment and 4 years as a technical support freelancer. I specialize in computer hardware, networks and software applications. I also have worked with customer service for a health and fitness company, a tax application solution and a health/insurance company in the US. I am currently working for Cloud Retailer, the best POS (point of sale) system for Beer, Wine, and Liquor in the US for almost three years now. I have experience with the following technologies: 1. Cloud retailer POS and Microsoft RMS (Retail management system). 2. Microsoft SQL, checking data logs. 3. Setting up and troubleshooting PAX card readers. 4. Setting up and troubleshooting peripherals like receipt printers, drawers, scanners and external monitors. 5. Other equipments related to a point of sale system. 6. Used Asana and Freshdesk as CRMs. I work with customers via phone calls, chat and email. As a technical support/ customer service specialist, my experience includes the following: * Troubleshooting of Windows OS related problems (win XP, win 7, windows 10) * General third-party software support (installation, troubleshooting) * Troubleshooting Windows Office related issues * Virus removal * Active Directory - Windows user profile creation - distribution lists creation - mailbox / printer access *Troubleshoot and fix (if possible) peripheral issues (ex Printers) * Logmein, Teamviewer *Ticket management * Escalation * Sales * Clickfunnels * Activecampaign * Wordpress * Zappier Being a consistent performer, I have had the opportunity to work as: * Quality Specialist(QA) - Review calls and transactions - Creating reports in Excel - Interpretation of reports and action plan creation * Sales coach - Coach agents on how to improve sales - Drive the floor to meet sales requirements * Team Lead - Coach agents and create action plans for improvement - Create reports to upper-level management and stakeholders My goal in every transaction is to delight the customer and to help you achieve your business goals!
Work history

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  • Phone Support
  • Email Support
  • Leadership Skills
  • Technical Support
  • Incident Management
  • Troubleshooting