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Customer Service & Support Representative
Technical Support Specialist at iQor and Independent Practice, troubleshooting web infrastructure and onboarding commercial clients.
ColombiaCustomer Service & Support Representative at iQor
Delivered responsive inbound customer support for a high-volume U.S. account, adhering to QA, data privacy, and security protocols. Managed customer inquiries and account troubleshooting while maintaining AHT, CSAT, and FCR metrics.
Customer SupportCRMActive ListeningDe escalationQAData PrivacyAHTCSATFCR
Provided end-to-end technical troubleshooting, system setup, and digital onboarding for commercial clients and local enterprises. Diagnosed and resolved Tier 1/Tier 2 incidents involving operating systems, DNS/SSL, and cloud hosting configurations.
Technical TroubleshootingDNSSSLCloud HostingREST APIsERPCustomer OnboardingLive ChatEmailVideo Calls
Undergraduate coursework in Computer Science, currently ongoing.
English language proficiency assessment with C1 listening and reading, and B2 speaking and writing.
Certification in AI Essentials from Google.
Technical degree in Software Development from 2023 to 2024.
Technical degree in Software Development from 2023 to 2024.