John L.
Mid-Level Technical Support Specialist
Open to offersNew to PlatformAbout
John L. is a versatile and dependable Customer and Technical Support Specialist with nearly 7 years of dedicated experience serving U.S. customers in the realms of auto finance, telecommunications, and technical support. At Concentrix, supporting DirecTV and AT&T, he excelled as a Technical Support Specialist and Subject Matter Expert, providing Tier 1 technical troubleshooting and expertly managing customer concerns with professionalism and empathetic communication. John effectively documented interactions to ensure case continuity and adapted swiftly to evolving products and systems. During his tenure at iQor with Capital One Auto Finance, he offered professional support, resolving customer issues efficiently and fostering positive relationships through courteous interaction. Proficient in critical tools like Microsoft 365, Google Workspace, and CRM systems, John demonstrates strong abilities in Troubleshooting & Root-Cause Analysis and managing high-volume support environments.
Experience
Technical Support Specialist | Subject Matter Expert
Concentrix | DirecTV and AT&T · 2022 — 2026Delivered Tier 1 technical support by diagnosing service and connectivity problems, identifying root causes, and providing customers with clear, step-by-step solutions. Managed customer concerns with empathy through active listening and effective communication to de-escalate issues. Conducted troubleshooting by collecting precise information, analyzing symptoms, and adhering to established procedures, escalating complex matters when necessary. Acted as a Subject Matter Expert, offering peer assistance and guidance on challenging customer or technical inquiries. Recorded customer interactions and troubleshooting actions accurately to facilitate continuity and effective issue resolution. Quickly adapted to product, system, procedure, and process updates while ensuring service quality. Juggled multiple priorities in a high-volume support setting, maintaining accuracy and professionalism.Customer Support Specialist
iQor | Capital One Auto Finance · 2019 — 2022Provided customer support for Capital One Auto Finance, addressing various inquiries related to accounts, services, and products. Resolved customer issues swiftly by researching information, pinpointing suitable solutions, and clearly communicating next steps. Fostered positive relationships with customers through professional and empathetic communication.
Skills & Expertise
Education
- Bachelor of Science in Tourism ManagementUniversity of Baguio · 2013 — 2015
- Bachelor of Science in Electrical EngineeringMapua University · 2012 — 2013
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