Jerus Segundo
IT HELPDESK
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About
Customer-focused Technical Support and Customer Service Representative with hands-on experience delivering end-to-end support at Sutherland Global Services. Skilled in troubleshooting complex technical issues, resolving customer inquiries, and managing high-volume calls with speed and empathy. Recognized for maintaining high CSAT scores, lowering average handle times, and translating technical information into clear, user-friendly language.
Adaptable and detail-oriented, eager to bring proven issue-resolution skills and exceptional service to a dynamic team.
Experience
Technical Support Representative - Voice/Non-Voice (Chat Support) at Sutherland Global Services (2025-06 – Present)
- Handled customer inquiries and technical issues through incoming calls and live chat support, ensuring prompt and accurate resolution.
- Diagnosed and troubleshoot hardware, software, network, and account-related issues using diagnostic tools and structured step-by-step guidance.
- Communicated technical solutions clearly in simple, easy-to-understand language across both phone and written chat channels.
Education
Bachelor of Forensic Science in Forensic Science – University of the Cordilleras (2019 – 2024)
Junior- Senior Highschool – Santo Tomas Catholic School (2012 – 2018)
