Joshua R.
Senior Technical Customer Support Specialist
Open to offersNew to PlatformAbout
Joshua F. is a proficient Technical Associate and Customer Service Professional boasting over 13 years of experience in the BPO industry. His expertise shines in non-voice customer support, notably within email resolution and technical troubleshooting spheres. Joshua thrived during his 8-year tenure as a Loyalty Email Agent at Millennium 1 Solutions, where he elevated customer loyalty and consistently exceeded retention metrics. With technical acumen in diagnosing system-level software issues, system performance optimization, and advanced web operations, he proves indispensable in maintaining operational excellence. Joshua's skill set includes adept management of productivity suites such as Microsoft Office and Google Workspace, and cloud storage solutions like OneDrive and Google Drive. He also demonstrates advanced knowledge in iOS and Android ecosphere modifications, ensuring secure and efficient mobile operations. His commitment to delivering high-accuracy data analysis and robust administrative support underscores his effectiveness in data operations and web proficiency, including foundational HTML coding. Joshua holds an Associate Degree in Computer Science and a TESDA certification in Computer Hardware Servicing, further cementing his technical foundations.
Experience
Loyalty Email Agent
Millennium 1 Solutions Philippines Inc. · 2017 — 2026Managed high-volume premium email support, resolving complex account issues and improving customer retention and satisfaction scores. Utilized advanced data organization techniques to track customer accounts and alleviate processing backlogs. Collaborated using Microsoft Teams and Outlook for enhanced internal reporting and communication.Email Support Representative
Telus International Philippines · 2015 — 2017Served as the main contact for non-voice digital support, providing accurate resolutions to US clients. Conducted high-volume data entry and information sorting to ensure the integrity of the customer database.Chat Support Representative
Convergys · 2015 — 2015Provided real-time chat support for customer inquiries, addressing technical issues while maintaining high satisfaction ratings. Managed multiple chat sessions with clarity in communication.Customer Service Representative
IBM Philippines · 2014 — 2015Delivered customer service in accordance with IBM's global standards. Documented support issues and outcomes accurately in the corporate tracking system.Technical Support Representative
Tech Mahindra Ltd. · 2013 — 2014Provided recommendations for hardware and software optimization, effectively resolving internet connection issues. Educated clients on basic troubleshooting and internet-related concerns.Technical Support Representative Trainee
Teleperformance · 2013 — 2013Underwent training focused on customer care, troubleshooting, and product knowledge.Technical Support Representative Trainee
SPi Global · 2013 — 2013Conducted initial technical troubleshooting for internet connection issues and network protocols including IP addressing, MAC validation, and DNS.Service Crew
McDonald's · 2012 — 2012Delivered high-quality customer service in a fast-paced environment while ensuring food preparation accuracy and efficiency.
Skills & Expertise
Education
- Associate Degree in Computer ScienceAsian Institute of Computer Studies (AICS) · 2009 — 2011
- Secondary Education DiplomaCommonwealth High School · — — 2009