Mark G.
Mid-Level Technical Support Specialist
Open to offersNew to PlatformAbout
Mark G. is an established professional with over a decade of experience across technical support, insurance claims examination, and back-office administration within the insurance, mobile technology, and internet services industries. As a Technical Support Expert at organizations such as Asurion, Southern Experts, and iQor, he consistently exceeded performance KPIs, managed high-volume customer inquiries remotely, and leveraged CRM platforms including Zendesk and Twilio for efficient issue resolution and meticulous documentation. In the insurance sector, Mark G. processed thousands of claims, maintained 100% regulatory compliance, and identified fraudulent documentation. His back-office tenure featured account auditing and service verification, supporting operational accuracy and timely resolutions. Mark G. is certified in SEO and proficient in tools like Citrix and ACSS, underpinning his comprehensive technical acumen.
Experience
Technical Support Virtual Assistant
Southern Experts · 2025 — 2026Provided timely CCTV technical support via phone and email, ensuring quick resolutions during first contact and enhancing client retention. Maintained thorough CRM documentation of all interactions in Zendesk, contributing to team quality assurance and audit preparedness. Demonstrated reliability and professionalism while working independently in a fully remote environment.Technical Support Care
iQor · 2024 — 2025Achieved high performance in a dynamic mobile support setting by exceeding KPIs for first-call resolution and technical accuracy. Addressed and rectified complex mobile network and account issues, effectively minimizing escalations while ensuring a smooth customer experience.Technical Support Expert
Asurion · 2023 — 2024Engaged with customers to identify eligibility for device protection coverage plans, contributing to revenue generation through a consultative approach. Enhanced customer satisfaction by simplifying complex technical concepts into practical guidance, which reduced the frequency of repeat contacts.Insurance Claims Examiner
Asurion · 2017 — 2023Identified and flagged fraudulent documentation and policy discrepancies in a high-volume insurance claim review process, safeguarding company assets. Upheld 100% regulatory compliance throughout a six-year period, maintaining accuracy in line with industry standards. Oversaw complete claims processing workflows, which included documentation assessments, fraud identification, and compliance reports in a time-sensitive setting.Back Office Support
West Contact Services Inc. · 2015 — 2017Minimized repeat service issues by conducting audits of backend customer accounts, validating provisional codes, and correcting data errors to facilitate accurate internet service delivery. Enhanced efficiency of frontline operations by synchronizing validated results with support teams, allowing for timely technical adjustments and elevating customer satisfaction.
Skills & Expertise
Education
- Computer System TechnicianComputer Foundation of Calamba · 2001 — 2003
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