Ricky D.
Mid-Level Technical Support Specialist
Open to offersNew to PlatformAbout
Ricky C. is a seasoned Live Chat Agent with extensive experience in the telecommunications industry, specifically in roles supporting AT&T's Digital Assistance Center through Concentrix PH. From February 2021 to June 2024, Ricky provided Tier 2 technical support for online management issues, including the myAT&T app, Email Log in, Smart Home Manager, and Max Streaming accounts. Ricky's responsibilities included guiding agents on best practices, managing customer online accounts, troubleshooting technical issues, and ensuring online security measures. Prior to this, Ricky worked within the same center handling customer inquiries, resolving technical concerns, processing orders, and addressing billing questions. During these roles, Ricky expertly demonstrated skills in customer communications, problem diagnosis, and account management tasks. His technical prowess was also evident from September 2016 to February 2017 at Fingerhut Tech Mahindra PH, where he refined his ability to resolve complaints and facilitate product replacements or refunds.
Experience
Technical Support / Online Advisor II
AT&T Digital Assistance Center Concentrix PH · 2021 — 2024Provided Tier 2 support to agents across various AT&T departments, primarily addressing online account issues for customers using the AT&T website and the myAT&T app. Assisted customers over the phone with login concerns related to their accounts and resolved inquiries linked to Internet, phone, and TV services. Managed account modifications online, including upgrades and downgrades, and handled basic billing questions. Demonstrated effective troubleshooting abilities, resolving technical issues while ensuring customer satisfaction.CSR/ Email support
AT&T DAC Concentrix PH · 2017 — 2021Engaged with customers via phone and email to address service-related inquiries, providing technical support for online-related issues. Processed customer orders, facilitated replacements or refunds for damaged products, and communicated order status effectively. Handled complaints professionally, maintaining composure under pressure and demonstrating strong problem-solving skills.Smart Chat
Fingerhut Tech Mahindra PH · 2016 — 2017Managed customer service issues through online chat, addressing product inquiries with a focus on strong product knowledge. Assisted in complaint resolution processes and utilized exceptional listening skills to understand customer issues accurately.
Skills & Expertise
Education
- Vocational course in Information Technology Major in Architectural DraftingIloilo Science and Technology University · 2007 — 2009
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