Jalil L.
Senior Technical Support Specialist
Open to offersNew to PlatformAbout
Jalil A. is a seasoned Technical Support Specialist with eight years of experience spanning VPNs, telecommunications, real estate, bookstores, and digital education platforms. Jalil has supported global VPN accounts by troubleshooting connection problems, VPN leaks, and app-related bugs, and has adeptly managed billing disputes and streaming access issues for international clients. In U.S. telecommunications, Jalil provided Tier 2 and Tier 3 support, resolving billing, plan, device, and network problems, with responsibilities including SIM swaps, activations, and customer retention through tailored solutions. In the real estate sector, Jalil optimized CRM utilization, managed property listing accuracy, and handled technical tasks such as DNS setup and web adjustments. Known for efficiently resolving complex software issues and maintaining detailed knowledge base resources in remote, chat, phone, and email settings, Jalil utilizes advanced tools including Zendesk, Jira, Salesforce, Intercom, and Microsoft Tools to ensure operational excellence across technology-driven business environments.
Experience
Non-Voice Technical Support Representative
Exacot · 2022 — 2025Provided support for premium global VPN accounts through chat and email, addressing billing disputes, refunds, and inquiries. Identified and resolved service issues such as connection difficulties, browsing challenges, VPN leaks, and application bugs. Guided customers in accessing streaming services, geo-restricted sites, and assisted with installation and setup via remote sessions.Support Analyst
Emapta Philippines · 2025 — PresentOffered multi-channel technical support via email, chat, and phone while effectively resolving customer issues in alignment with SLA targets. Diagnosed software-related problems and escalated complicated cases to senior support teams for prompt resolution. Enhanced knowledge base materials to facilitate self-service options and minimize repetitive inquiries.Remote Customer Support
Project X · 2025 — 2025Assisted students in accessing digital course materials to guarantee availability prior to the start of the semester. Oversaw order tracking, managed physical item processing, and handled refund requests. Addressed technical issues related to online access of course content.Remote Customer Support
Project Y · 2025 — 2025Facilitated student access to digital course materials, ensuring readiness before the semester begins. Managed activities such as order tracking, processing of physical items, and resolving refund issues. Tackled technical challenges associated with online course content access.Technical Support Specialist
Majorel · 2020 — 2021Supported real estate agents in CRM management to enhance lead success and ensure effective client follow-up. Addressed technical requirements, including DNS setup, email deliverability, password resets, and adjustments in web design. Ensured accurate display and functionality of property listings on websites by troubleshooting integration and display issues.Customer Service Representative
IQor · 2017 — 2020Delivered Tier 1 customer service and technical support for a major American tech company's billing and various business lines. Assisted customers with refunds, resolved purchase errors, and addressed hardware/software issues pertaining to phones, laptops, and accessories. Scheduled appointments in-store, processed return kits, and handled account matters such as resets, unlocks, and reactivations.
Skills & Expertise
Education
- Bachelor of Secondary Education (BSEd) major in EnglishMindanao State University Main Campus · 2015 — 2017
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