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
Customer Service
Systems Analysis
Software Diagnosis
Technical Support
User Support
Issue Troubleshooting
Account Management
Windows 10
Microsoft Outlook
Mac Systems
Ticket Support System Management
Call Center Operations
Timeline
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 -