JOSEPH E.
Senior BPO Technical Support Specialist
Open to offersNew to PlatformLanguages
EnglishTagalog
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About
Joseph E. is an experienced Customer Support and Technical Support professional with over 10 years in the BPO sector, delivering expertise to major industries such as telecommunications, e-commerce, and technology. Based in Davao City, he has provided technical troubleshooting for clients like Google, T-Mobile, AT&T, Comcast Business, Walmart, and Frontier Fiber. Joseph’s responsibilities have included resolving complex product and account issues, handling escalations, and contributing to knowledge base improvements. He has also mentored new agents, supported high-volume customer inquiries, and consistently achieved targets for customer satisfaction and performance metrics. His proficiency in technical troubleshooting, team leadership, and performance improvement has ensured efficient resolutions and enhanced service delivery in fast-paced environments.
Experience
Technical Support Representative
Alorica – Google Tech Support · 2025 — PresentDeliver technical support for Google products and services, helping customers with troubleshooting and account issues. Address technical concerns while prioritizing accuracy, efficiency, and customer satisfaction. Work with internal teams for escalations and ensure timely issue resolution. Aid in updating the knowledge base and improving support processes for enhanced service efficiency.Customer Service Representative
Iqor - Walmart Davao Finance Center · 2023 — 2025Assist Walmart online customers with support for order tracking, delivery issues, refunds, and account inquiries. Effectively resolve customer problems with a focus on high service quality and satisfaction. Manage high volumes of inbound inquiries while ensuring precise documentation. Collaborate with colleagues and supervisors to enhance processes for a seamless customer experience. Regularly meet or exceed key performance metrics such as customer satisfaction and resolution time.TSO / Nesting Training Support
Full Potential Solutions – Frontier Fiber · 2022 — 2023Provide assistance to customers regarding inquiries about Frontier Fiber internet services, including troubleshooting connectivity and service issues. Offer clear and efficient technical guidance to resolve customer problems. Elevate complex technical issues to relevant support teams for swift resolution. Keep thorough documentation of customer interactions and troubleshooting actions in the support system. Contribute to improving key performance metrics through effective communication and problem-solving.Senior Representative / Tech Lead
Alorica – T-Mobile EBS · 2021 — 2022Support customers with escalated service issues and technical challenges concerning mobile services, devices, and account management. Troubleshoot various issues related to connectivity and billing while ensuring prompt and accurate resolutions. Mentor new team members by sharing product knowledge and best practices. Sustain high performance across customer satisfaction, quality assurance, and productivity metrics.Technical Support Representative
VXI – Comcast Business Central · 2020 — 2021Assist Comcast Business customers with technical support, addressing internet, voice, and connectivity issues. Troubleshoot routers, modems, and VoIP services to restore connectivity and minimize operational disruption. Efficiently resolve customer concerns while maintaining professionalism and high satisfaction levels. Document troubleshooting processes and resolutions accurately within the support system. Consistently achieve performance objectives related to First Call Resolution and customer satisfaction metrics.Customer Service Representative / Technical Support
IBEX Global Services – AT&T · 2019 — 2020Provide Tier 1 technical support for AT&T customers, addressing service issues, device troubleshooting, and account inquiries. Assist customers in understanding billing charges and payment options. Resolve technical and account-related issues while ensuring customer satisfaction. Consistently fulfill performance targets related to call handling time and quality assurance.Customer Service Representative / Technical Support
Sutherland Global Services – AT&T · 2018 — 2019Assist customers with wireless service challenges, billing inquiries, and device troubleshooting. Deliver step-by-step instructions to address technical and account-related issues. Maintain accurate records of customer interactions and solutions in the support system. Achieve performance goals related to call handling efficiency and customer satisfaction.CSR / Technical Support
Alorica – T-Mobile · 2016 — 2018Support customers with mobile service issues, including device troubleshooting, billing inquiries, and account management. Provide professional and customer-centric support for prompt and accurate issue resolution. Assist in onboarding and training new agents, contributing to team performance through knowledge sharing and peer support.
Skills & Expertise
Education
- A&E Secondary LevelAlternative Learning System (ALS) Pasig City · 2011 — 2012
- Bachelor of Science in Christian EducationAsia Pacific Christian College and Seminary School Motalban Rizal
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