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Jose A. — Mid-Level Technical Support Specialist from Philippines

Jose A.

Mid-Level Technical Support Specialist

Philippines 6+ years
Open to offersNew to Platform
Languages
English
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About

Jose A. is a seasoned technical support professional with extensive experience in the technology and healthcare industries. He has honed advanced technical troubleshooting skills through his role at Teleperformance Philippines, where he provided critical technical and billing support, effectively reducing handling time and increasing customer satisfaction scores. At Deel Philippines EOR Services Inc., he excelled as a customer support agent, offering email and chat support for clinicians, managing CRM systems, and improving onboarding and workflow processes. Transitioning to leadership at Sutherland Global Services, Jose advanced from frontline support to a lead role in account management, overseeing Tier 3 escalations, mentoring teams, and driving AI automation projects that optimized workflows. He is proficient in both Windows and macOS environments and possesses a deep understanding of healthcare software integrations and Apple ecosystem support. His educational background includes studies in web and mobile development at AMA Computer College, enhancing his expertise in technological applications.

Experience

  • CUSTOMER SUPPORT AGENT

    DEEL PHILIPPINES EOR SERVICES INC. · 2025 — 2026
    Provided email and chat technical support for clinicians, troubleshot integrations, managed CRM and ticket lifecycles, and coordinated escalations with engineering. Created knowledge-base content and implemented process improvements to enhance resolutions, decrease repeat contacts, and optimize onboarding and escalation workflows.

  • TECHNICAL SUPPORT

    TELEPERFORMANCE PHILIPPINES · 2020 — 2025
    Delivered technical and billing support through chat, effectively resolving customer inquiries, facilitating escalations, and improving processes to reduce handling time and increase satisfaction scores.

  • VIRTUAL ASSISTANT

    A-ONE VIRTUAL BUSINESS SOLUTIONS INC. · 2020 — 2020
    Managed CRM systems, executed social media ad placements, and prepared client reports, contributing to streamlined marketing workflows and enhanced data accuracy.

  • LEAD – ACCOUNT MANAGEMENT

    SUTHERLAND GLOBAL SERVICES · 2013 — 2019
    Transitioned from frontline technical support to Lead of Account Management, overseeing Tier 3 escalations as the client point of contact, mentoring teams, and monitoring KPIs and reporting. Led AI automation projects to improve workflows and drive process enhancements for a significant technology account.

  • LOAN QUALITY ANALYST / LOAN DOCUMENTS ANALYST

    JP MORGAN CHASE BANK NA · 2011 — 2013
    Ensured the accuracy of loan files, performed employment verifications, identified compliance issues, and implemented process improvements to enhance efficiency and data integrity.

  • CONSULTANT

    SUTHERLAND GLOBAL SERVICES · 2009 — 2011
    Functioned as a Loan Quality and Documents Analyst for a financial account, ensuring loan file accuracy, performing employment verifications, flagging compliance issues, and introducing process enhancements to increase efficiency and uphold data integrity.

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