Richard B.
Senior Technical Support Specialist
Open to offersNew to PlatformAbout
Richard N. is a seasoned Technical Support Specialist with over 14 years of experience spanning technical support, customer service, and operations in industries such as technology, outsourcing, logistics, and freight services. Throughout roles at SupportNinja Inc., AusPhil Outsourcing, iQor Clark, Arvato Bertelsmann, Concentrix, and UPS International Inc., Richard has developed expertise in CRM management, troubleshooting complex technical issues, and digital engagement across platforms like Google Workspace, Microsoft Visual Studio, and UPS systems. His responsibilities have included mentoring teams as a Subject Matter Expert, preparing detailed productivity and CSAT reports, collaborating with developers to test applications, and handling both email and phone-based client support. Richard has also contributed to areas such as lead generation, appointment setting, and data analysis, consistently maintaining a 90%+ customer satisfaction rating while supporting operational efficiency as a General Virtual Assistant.
Experience
Technical Support Specialist & SME
SupportNinja Inc. · 2019 — 2026Acted as a Subject Matter Expert (SME) while mentoring colleagues and ensuring compliance with best practices. Generated weekly and monthly reports on productivity and customer satisfaction (CSAT) to guide enhancements. Partnered with developers for testing mobile and web applications, identifying issues, and confirming user experience quality prior to release. Addressed complex customer inquiries via email, emphasizing promptness and precision to maintain high CSAT ratings. Delivered high-quality customer service through guidance, troubleshooting, and customized solutions.Appointment Setter and Lead Generation Specialist
AusPhil Outsourcing · 2018 — 2019Executed outbound calling campaigns to generate leads and market smoke alarm services. Organized technician appointments while coordinating client availability. Documented all interactions and follow-ups accurately within the CRM system. Addressed customer inquiries and fostered client relationships through excellent service. Promoted additional safety products and services to enhance revenue. Monitored performance metrics and pinpointed areas for refining outreach strategies.Collections Specialist
iQor Clark · 2017 — 2018Functioned as a Subject Matter Expert (SME), guiding team members and ensuring adherence to established best practices. Compiled weekly and monthly reports concerning productivity and customer satisfaction (CSAT), offering insights for potential improvements. Collaborated with developers to test mobile and web applications, identifying issues to ensure a seamless user experience. Provided technical support by efficiently resolving complex issues while maintaining high customer satisfaction. Rendered excellent customer service through guidance and tailored troubleshooting.Customer Support Service Representative
Arvato Bertelsmann · 2016 — 2017Delivered customer support across calls, emails, and chat for Microsoft Visual Studio products. Addressed technical issues and guided customers on product features and usage. Managed account, billing, and subscription inquiries with accuracy and efficiency. Kept detailed records of customer interactions within CRM systems. Remained current on product features, pricing, licensing, and industry trends. Assisted with installations, software updates, and common errors while escalating complex issues as necessary.Technical Support Specialist
Concentrix · 2014 — 2016Provided technical support for Google Drive, Google Photos, and Google Docs, addressing account, sync, and document-related issues. Instructed users on file storage, sharing, recovery, and permission settings to optimize workflow. Recovered lost or corrupted files and rectified synchronization errors across devices. Assisted users with Google Photos backups, album management, and cross-platform sharing. Supported Google Docs in terms of formatting, collaboration, and document-sharing challenges. Educated clients on Google Workspace best practices to enhance productivity. Escalated intricate issues to higher-level support teams for timely resolution. Contributed to updates in the knowledge base and internal training materials for process enhancement.Freight Universal Agent
UPS International Inc. · 2011 — 2014Delivered technical support for Google Drive, Google Photos, and Google Docs, tackling account, sync, and document issues. Guided users regarding file storage, sharing, recovery, and permissions to enhance workflow. Assisted in recovering lost or corrupted files and resolving synchronization errors across devices. Aided users with Google Photos for backups, album management, and cross-platform sharing. Supported Google Docs with formatting, collaboration, and document-sharing issues. Educated clients on Google Workspace best practices to boost productivity. Escalated complex issues to higher-level support teams for swift resolution. Maintained a 90%+ customer satisfaction rating through clear, personalized client support.
Skills & Expertise
Education
- BS in Computer ScienceAsian College of Science and Technology · 2004 — 2007
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