Ian Rivera Email & Phone Number

Philippines

In my current role, I work at TopData Global IT Solutions as a technical support representative for ExpressVPN which is one of the top VPN providers in the world. My work mainly involves troubleshooting VPN connections such as connection, cannot browse after connecting, geo-IP and speed issues. I do that by analyzing the diagnostic logs of the app to find the root cause of the issue as well as reproducing the issue on our end, I also do remote session by accessing the computer of a customer if the concern is complex and exhausted all troubleshooting steps via live chat or email. I also get debug logs to report unusual cases to our engineers. Also, we help customers with installation issues or manual VPN configurations on Windows, Mac, Linux, Android, iOS. Raspberry Pi, Smart TV, router and virtual router. I also look for known outages, issues or bugs and educate the customers regarding it. Aside from these, my duty is also to assist customers with billing, account-related concerns and sales. I make sure that I educate our clients why they chose our service over other providers by highlighting the benefits, advantages, and top of the line features our service offers. I also process refunds and account extensions for customers and monitor any fraud activities on the account.

Late 2016, I started working as a technical support representative for DirecTV AT&T which is a satellite TV provider. My duties and responsibilities involve troubleshooting such as signal, missing channels, diagnose error codes, cabling issues, and configuration, setting up service calls for satellite or dish pointing issues. We also cater to Billing and account related concerns such as payments, issuing credits or analyzing account disputes or discrepancies and these are done via phone support. After a year of stay, I was promoted as a transition advocate and my role was to train new agents to make them ready on assisting customers. I make sure that they are knowledgeable about the service by providing hands-on support of how the service works, how to deal with different types of people and giving best practices. I also perform quality evaluations to make sure that each of my agents is in line with the standards of the business and provide coaching feedback to improve or retain performance towards the business and by providing overall quality customer satisfaction. One year after, I resigned to look for a better opportunity.