Erick J.
Mid-Level SaaS Technical Support Analyst
Open to offersNew to PlatformPortfolios
About
Erick J., based in Quezon City, Metro Manila, is a seasoned Tech Support Analyst with extensive experience in the IT and customer service industries. From March 2015 to February 2026, Erick worked at ADP Philippines Inc., specializing in supporting the installation and replacement of time clock systems. He provided chat-based assistance for Time and Attendance, and upgraded the ETime system to a newer version, enhancing product recommendations which drove higher sales. Prior to this role, Erick was a Customer Service Representative at Concentrix, handling gift card claims and resolving issues for Google's account. He also served as a Technical Support Representative at Dell Philippines, supporting software and hardware for small to medium business and consumer clients. Erick started his technical career at Arvato Digital Services, moving from Tier 1 to Tier 2 support for Xbox Live services. His educational background includes a vocational course in Cyber Programming from S.T.I. Lerma and undergraduate studies in Management at New Era University. Erick excels in problem solving, time management, and client query de-escalation.
Experience
Tech Support Analyst I (SaaS)
ADP Philippines Inc. · 2015 — 2026Supported the installation and replacement of time clock systems and provided chat-based assistance for Time and Attendance. Upgraded the ETime system to its latest version and enhanced product recommendations to drive higher sales.Customer Service Representative (CSR) – Google Account
CONCENTRIX · 2014 — 2015Assisted customers with gift card claims and resolved issues related to damaged or unreadable scratch codes while maintaining a high standard of customer service.Technical Support Representative (TSR)
Dell Philippines · 2009 — 2014Provided comprehensive support for software and hardware issues while managing small-to-medium business and consumer client accounts. Improved product recommendations to enhance sales.Technical Support Representative (CSR) – Tier 1 to Tier 2 Support
Arvato Digital Services · 2008 — 2009Delivered dedicated support for Xbox Live services and associated hardware issues, shared tips to enhance clients’ gaming experiences, and de-escalated client frustrations to ensure positive relationships. Achieved effective resolutions to enhance client retention and investigated root causes, collaborating with warehouse teams to implement solutions.
Skills & Expertise
Education
- Vocational: Cyber ProgrammingS.T.I. Lerma · — — 2001
- Bachelor of Science in Business Administration Management (Undergrad)New Era University · — — 1998
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