Zahira Itzel Rivas Gómez
Former Tech Support Level 1 And Level 2
Guadalajara
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
5
5
years of professional experience
2
2
Languages
Work History
Technical Support Representative
HCL
08.2021 - 06.2023
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Researched and identified solutions to technical problems.
- Translated complex technical issues into digestible language for non-technical users.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Customer Service Representative
Beliveo
10.2018 - 01.2020
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
Education
High School Diploma -
Instituto Azteca De Formación Empresarial
C. Acacias 101, La Pradera, 62170 Cuernavaca, Mor. 05.2001 -
Skills
Hardware Diagnostics
undefinedTimeline
Technical Support Representative
HCL
08.2021 - 06.2023
Customer Service Representative
Beliveo
10.2018 - 01.2020
High School Diploma -
Instituto Azteca De Formación Empresarial
05.2001 -
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