Jose M.
Mid-Level Technical Support Specialist
Open to offersNew to PlatformAbout
Jose Marco S. R. is a seasoned professional with a comprehensive background in technical support, customer service, and workforce analysis. Having earned a Bachelor of Arts in Nursing from Trinity University of Asia and Capitol Medical Center Colleges, he ventured into the telecommunications industry. At Teletech, from October 2009 to April 2012, he progressed from a Technical Support - Level 1 to a Technical Support Specialist - Level 2, honing skills in technical troubleshooting for mobile and broadband devices. Subsequently, he joined Afni Inc. as an Account Management Specialist for Verizon Wireless, specializing in subscription review and account management. At 24/7 InTouch, he excelled as an Order Management Associate, managing inventory and promotional duties. More recently, Jose Marco thrived at Concentrix as an Associate Real Time Analyst, where he utilized real-time analysis and reporting skills. Proficient in Excel and website creation using HTML, his technical adeptness is complemented by his dedication to performance enhancement and customer satisfaction.
Experience
Associate Real Time Analyst
Concentrix · 2020 — 2025Started as a Work Force Analyst, monitoring agent logins and work sessions, and conducting real-time production analyses while generating reports and updating clients on performance and staffing.Customer Service/Sales Chat support
Teleperformance Telstra · 2019 — 2019Provided assistance to customers on mobile devices and plans, offering resolutions and promoting upgrades or contract renewals primarily through chat, while also handling calls for order terms.Order Management Associate
24/7 InTouch Ph. – Instacart · 2017 — 2018Reviewed order inventory, checked items and products for current customers, and communicated promotional offers primarily via email.Account Management Specialist
AFNI Inc. Phil. – Verizon Wireless · 2015 — 2016Conducted subscription reviews, performed brief billing analyses, and managed promotional offers for both new and existing users, primarily through chat.Sales Associate
Tiger Direct / iVentures (Ortigas) · 2013 — 2014Assisted customers with laptop and desktop compatibility inquiries and engaged in qualifying discussions with prospective buyers through chat, emails, and calls.Customer Support Representative
Techcel (Ortigas) · 2014 — 2014Delivered direct support to Check users via calls and email follow-ups, guiding customers on mobile application usage for bill payments.Technical Support - Level 1
TELETECH (Cainta) – Telstra Mobile Assurance · 2009 — 2012Delivered initial technical support, focusing on mobile phones and broadband devices, and conducted basic account reviews.Technical Support Specialist - Level 2
TELETECH (Cainta) – Telstra Mobile Assurance · 2009 — 2012Managed escalated technical support inquiries, addressed customer complaints, and performed historical data reviews while providing advanced troubleshooting for devices.
Skills & Expertise
Education
- Bachelor of Arts in NursingTrinity University of Asia · 2005 — 2009
- Bachelor of Arts in NursingCapitol Medical Center Colleges · 2008 — 2009
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