J

Jeffrey Borillo

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Metro Manila, Philippines

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work
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Jobs verified_user 0% verified
  • Podium
    Product Support Specialist
    Podium
    Oct 2024 - Current (2 years)
    Technical Issue Resolution: Diagnose and resolve issues customers encounter while using Podium's platform, such as account setup, integrations, messaging features, or payment tools. Ticket Management: Manage incoming support tickets through a CRM system, ensuring issues are resolved in a timely manner. Live Support: Provide real-time support via chat, email, and phone, addressing questions about the product. Escalation Handling: Escalate complex issues to higher-level support teams or engineers and follow up to ensure resolution.
  • Teleperformance Philippines
    IT Specialist - Field Support Supervisor
    Teleperformance Philippines
    Aug 2023 - Aug 2024 (1 year 1 month)
    Troubleshooting: Identifying and resolving hardware, software, or network issues for users. Software Installation: Installing and configuring software applications on computers and devices. Hardware Maintenance: Repairing or replacing faulty hardware components like hard drives, RAM, or printers. Password Resets: Assisting users with password resets and account access issues. Network Support: Managing network connectivity, including Wi-Fi, LAN, and VPN configurations. Data Backup: Setting up and maintaining data backup systems to prevent data loss. Remote Assistance: Providing remote support to users via tools like remote desktop or screen sharing. Documentation: Creating and updating documentation for IT procedures and solutions. Hardware
  • F
    Help Desk Analyst
    FOUNDEVER (SITEL )
    Dec 2022 - Aug 2023 (9 months)
    Analyze and assess incoming outage calls and decide which priority to assign. Contact the corresponding resolving team. Manage MOB (Major Outage Bridge) for critical outages. Create / follow-up / close ticket based on the analysis and resolution provided. Make sure that all of the documentation is precise and correct. It is sending RFO for outages that take place within the network. I am documenting the results and investigation through email and engaging Technical Account Managers for viewing.
  • A
    Technical Support Representative
    ACQUIRE ASIA PACIFIC INC.
    May 2021 - Oct 2022 (1 year 6 months)
    Assisting customer's inquiry relating to their VOIP phone Provision / set-up phones and making sure that the call routing is working Help customers to set-up 3rd party devices to work with their network Set up ATA devices to work with their existing analog devices.
  • Teleperformance Philippines
    Supervisor (Operations)
    Teleperformance Philippines
    Aug 2019 - Feb 2020 (7 months)
    Conduct coaching to the 12 consultants to help them improve their call handling. Updating the team on their current running metrics. Making sure that the process is aligned with the actions being executed. Identify the behavior affecting low performance. Provide feedback to Managers on how the team is performing and suggest improvements. Create a checklist of how the day started and how it ended. Provide feedback on the current performance and execute actions to improve it. Managing staff hours to make sure consultants are being paid accordingly. Doing weekly reports to the clients regarding the improvements and opportunities needed to help the program perform better.
  • S
    Subject Matter Expert (SME IP
    Jan 2016 - Jan 2019 (3 years 1 month)
    Provide real-time assistance to consultants who needed help. Give proper coaching (if needed) to help consultants improve their calls. Create Start of Day and End of Day reports. Provide feedback to Supervisors for Process Improvements. Conduct meetings to enhance Consultants on their product knowledge. Answer emails/calls directly from clients for process Improvements.
  • T
    Technical Support Representative
    Jan 2010 - Jan 2016 (6 years 1 month)
    Provide technical support for customer on their internet connection issue. Provide Real-time solutions through strategic troubleshooting. Support from Copper to Fiber connection technologies. Escalate or Create tickets for field dispatch. Update the customer on the progression of the tickets. Provide email support and troubleshooting.
Education verified_user 0% verified
  • C
    Computer Programming and Software Development
  • S
    SCIENCE