Senior Technical Support Representative / Implementations Specialist (Email Support) - Rendition Digital Inc.
(2024-02 - 2025-06)
- Support global clients in the healthcare industry by building and customizing audit and incident reporting forms.
- Primarily handle APAC clients, while also assisting Middle Eastern and American accounts.
- Troubleshoot technical issues within the SaaS application (e.g., form submission failures, app loading errors).
- Utilize HubSpot ticketing system for client support communication.
- Conduct client meetings via Microsoft Teams and Google Meet.
Customer Support Analyst (Email/Phone Support) - MOBIHQ / HungryHungry (via Microsourcing PH)
(2023-11 - 2026-03)
- Provide support to clients in Australia, New Zealand, and North America using the Mobi2Go SaaS platform.
- Curate and update digital storefront menus for restaurants and food businesses.
- Troubleshoot order failures, POS system issues, and aggregator integrations.
- Schedule and host client consultations to apply and implement necessary storefront changes.
- Proficient with Zendesk and HubSpot CRMs.
Technical Support Representative – Level 3 / SME - Henry Schein One (via Alorica Philippines)
(2015-11 - 2023-11)
- Provided advanced technical support for Dentrix Practice Management Software through phone, chat, email, and remote access.
- Conducted webinars and one-on-one training sessions with clients.
- Mentored junior technicians and shared best practices for troubleshooting complex software issues.
- Worked collaboratively with U.S. and Canadian supervisors and engineering teams.
- Simplified complex technical concepts for non-technical users.
- Delivered Windows-based IT support and operated remote access tools like Bomgar, RDC, and LogMeIn.
- Created and documented tickets for new and recurring software issues.
Technical Support Representative – Internet, Cable & Phone - AT&T (via Convergys)
(2015-01 - 2015-12)
- Supported customers with internet, TV, and phone service setup and troubleshooting.
- Assisted with service configuration, billing concerns, and upselling of add-on products and services.
Customer Support Representative / Number Porting Specialist (Tier 2) - Sprint / Boost Mobile (via TeleTech Pilipinas)
(2014-01 - 2015-12)
- Managed number porting and activation for mobile and landline subscribers.
- Resolved complex porting and device activation issues at Tier 2 support level.
- Handled escalated tickets and conducted outbound calls to resolve customer issues promptly.
