Jose B.
Mid-Level Technical Support Specialist
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About
Jose B. is a seasoned professional specializing in Customer Service and Technical Support within the telecom and SaaS sectors. With a strong foothold in Bacoor City, Cavite, he possesses rich experience in supporting enterprise customers through comprehensive internet and voice troubleshooting, efficient ticket management, and adept handling of CRM systems such as Salesforce, Zendesk, and HubSpot. Through his career, Jose has demonstrated proficiency in maintaining SLA requirements, generating thorough documentation, and fostering customer empathy. His professional trajectory includes roles such as Technical Support Representative at Qwest BPO, where he managed technical issues for EVgo public charging stations; Associate Customer Service Representative at Wells Fargo, dealing with credit card support and fraud investigations; and a comprehensive role at Concentrix supporting AT&T internet and voice services. His foundational skills were built at institutions like Serco Global Services for Hilton Hotels & Resorts and Advance Contact Solutions for US Airways. This diverse background is underpinned by a Bachelor of Science in Business Administration from the University of Perpetual Help DALTA.
Experience
Technical Support Representative
Qwest BPO · 2023 — 2025Delivered technical assistance for EVgo public charging stations across the US, addressing issues related to hardware, software, connectivity, account management, and payments. Ensured precise ticket documentation while meeting service level agreements (SLA), quality, and productivity standards.Associate Customer Service Representative
Wells Fargo · 2021 — 2022Managed a high volume of inbound credit card support calls, investigating cases involving billing disputes, chargebacks, and fraud. Maintained accurate documentation and adhered to banking regulations.Customer Service / Technical Support Representative
Concentrix (AT&T; ISM) · 2019 — 2020Offered technical and service support for AT&T; internet and voice services. Identified and resolved issues related to connectivity, service activation, provisioning, and account management, while also assisting with customer onboarding and documenting cases in CRM systems.Customer Service Representative
IBEX Global Solutions · 2015 — 2018Supported DIRECTV and AT&T; customers by addressing billing inquiries and service-related concerns, ensuring records were maintained accurately and customer satisfaction remained high.Customer Care Specialist
Serco Global Services · 2011 — 2014Oversaw worldwide hotel reservations for Hilton Hotels & Resorts, managing booking modifications and addressing special requests from customers.Customer Service Representative
Advance Contact Solutions · 2007 — 2010Handled high-volume calls for airline reservations for US Airways, ensuring service quality and data accuracy were upheld.
Skills & Expertise
Education
- Bachelor of Science in Business AdministrationUniversity of Perpetual Help DALTA