Emmanuel Millanes
Technical Support Specialist
Mexico City
Summary
Qualified Advanced Technical Support Specialist with 3+ years of helpdesk and customer service experience. Provides comprehensive ClickFunnels support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Technical Support Specialist
ClickFunnels
Remote
03.2021 - Current
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Resolved 15 - 20 technical support inquiries per day.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Training Specialist
ClickFunnels
Remote
08.2020 - 03.2021
- Developed new training programs such as online modules, interactive software, language labs and online programs and provided ongoing training to staff.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
- Prepared videos for online and remote instruction.
- Designed and facilitated training courses, aligning new learning development and solutions to organization's strategic goals, mission and vision.
- Designed supplementary materials such as practice exams and exercises, videos and interactive videos and converted all existing material from print to digital.
Technical Support Specialist
ClickFunnels
Remote
03.2019 - 08.2020
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Editor
Periódico Reforma
Mexico
01.2012 - 03.2019
- Reporter and editor of the sports, travel and entertainment sections.
- I've also participated on radio and tv shows, such as a preview of Super Bowl LIII between Patriots and Rams, and the 2018 Russia Soccer World Cup.
Education
Bachelor of Journalism -
Universidad De Sonora
Sonora, Mexico 07.2007 - 08.2011
ClickFunnels Technical Support Leadership - Organizational Leadership
Masterclass Management
Online 11.2021 - 07.2022
Skills
Customer service expert
Technical documents comprehension
Issue troubleshooting
Technical Support
Desktop support
Technical issues analysis
Timeline
ClickFunnels Technical Support Leadership - Organizational Leadership
Masterclass Management
11.2021 - 07.2022
Technical Support Specialist
ClickFunnels
03.2021 - Current
Training Specialist
ClickFunnels
08.2020 - 03.2021
Technical Support Specialist
ClickFunnels
03.2019 - 08.2020
Editor
Periódico Reforma
01.2012 - 03.2019
Bachelor of Journalism -
Universidad De Sonora
07.2007 - 08.2011