Ian F.
Mid-Level Remote Technical Support Specialist
Open to offersNew to PlatformAbout
Ian F. is a seasoned Virtual Assistant and Technical Support Specialist with over three years in technical support and more than five years in financial account management. Based in the Philippines and open to remote roles, Ian has demonstrated expertise in managing complex e-SIM lifecycles and providing top-notch customer support that boosts first-contact resolution rates. His technical acumen is matched by his skills in Google Workspace, CRM Platforms, and financial administration tasks such as loan portfolio management and financial reporting. Ian's experience includes international collaboration with engineering and product teams to enhance troubleshooting protocols, which has been instrumental in improving customer retention and satisfaction. In his previous role as an Account Officer at KPS Seed Foundation Inc., Ian adeptly handled accounting operations, ensuring accuracy and compliance, while his financial insights supported strategic decision-making.
Experience
Technical Support Specialist
Soundtrack Israel Limited · 2022 — 2026Managed activation, profile installation, diagnostics, and subscription support for the e-SIM lifecycle in an international context. Ensured high first-contact resolution rates by effectively diagnosing customer connectivity and account issues. Collaborated with engineering and product teams to enhance troubleshooting protocols. Provided ongoing support through email and ticketing platforms (Glassix), improving retention and reducing churn. Worked within a fully remote team, managing asynchronous communication and coordination across time zones. Utilized VoIP systems, SIM/e-SIM provisioning platforms, and network troubleshooting tools regularly.Account Officer
KPS Seed Foundation Inc. · 2016 — 2021Oversaw comprehensive accounting operations, including loan portfolio management and maintaining client relations while ensuring regulatory compliance. Kept financial records accurate and performed account reconciliations consistently. Enhanced the efficiency of the invoice compilation and receivables monitoring processes, leading to a reduction in overdue accounts. Prepared financial reports and forecasts that supported strategic decision-making. Acted as the primary contact for client inquiries, showcasing strong communication skills.
Skills & Expertise
Education
- Bachelor of Science in Business Administration · Major in Human Resource Development ManagementGen-Santos Foundation College Incorporated · — — 2014