Phil Z.
Mid-Level Technical Support Specialist
Open to offersNew to PlatformAbout
Phil Z. is a dedicated CSR/TSR with extensive experience in providing technical and customer support across various platforms. His tenure as a Merchant Support Advisor at IntouchCX involved guiding Shopify merchants through the onboarding process, setting up DNS records, activating SSL certificates, and managing online store configurations. Phil's role demanded proficiency in setting up Shopify stores, optimizing product listings, and configuring fulfillment and delivery options. Prior to this, he served as a Technical Support Specialist at Dreamscapenetworks Inc., delivering robust support via phone and email, offering solutions for DNS and mail settings, and assisting with website creation using platforms like WordPress. Additionally, Phil's experience at Wipro Limited as a Customer Service Representative honed his skills in resolving online order inquiries, handling transactions, and ensuring customer satisfaction. His background is supported by a Bachelor of Science in Nursing from the University of the Visayas.
Experience
Merchant Support Advisor
IntouchCX · 2023 — 2024Delivered technical support to customers through chat and email. Assisted clients in the onboarding process and guided merchants in creating and setting up their online stores. Provided support for DNS records, SSL certificate activation, and order placements through the account management system. Aided in the creation and configuration of Shopify stores, including themes and settings, as well as managing products and collections for optimal search visibility and conversions.Technical Support Specialist
Dreamscapenetworks Inc. · 2018 — 2022Supplied technical support to customers via phone and email, ensuring adherence to SLA while addressing issues. Maintained attendance and met KPIs set by management. Troubleshot technical issues, provided on-site support, and helped clients update Name Servers and DNS records. Guided clients in setting up Email services and creating websites using Sitebeat or WordPress on cPanel, while performing level 1 troubleshooting and escalating more complex issues.Customer Service Rep.
Wipro Limited · 2014 — 2018Supported clients with inquiries through phone, chat, and email; handled online order issues, including returns and exchanges. Assisted customers in placing orders and setting delivery destinations, while providing accurate information on shipment fees and tracking. Processed billing transactions and authorized payments, ensuring complete client satisfaction through comprehensive assistance.
Skills & Expertise
Education
- Bachelor of Science in NursingUniversity of the Visayas · 2013 — Present
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