Bilingual Customer Support Specialist in Contact Center (Promoted)February 2022 – July 2023• Tier 2 agent – Responsible for handling and following up technical escalations from Tier 1.• Working directly with customers through phone calls, emails, and tickets/cases explaining technical details of the product and providing resolutions. • Solving bugs, known technical issues, and integration issues with given API tools. Also, implementing services or vendors to SaaS products per customer or vendor's request. • Training Tier 1 agents, and providing subject expertise and guidance to team members.Accounts Receivable Clerk (Promoted)September 2021 – February 2022• Collecting digital checks and processing online payments. • Verifying, classifying, and recording accounts receivables’ data to ensure that all payments are properly posted.• Facilitating payment of invoices due by sending bill reminders and contacting clients.Bilingual Customer Support RepresentativeJuly 2018 – August 2021• Tier 1 – Providing excellent customer service and technical support by addressing inquiries, resolving issues, and ensuring customer satisfaction through phone calls, emails, tickets/cases, and chats. • Solving basic account or user issues, assisting customers in completing online documents, such as job applications and onboarding forms, and escalating tickets when necessary.• Exceptional duties were assigned to me, such as account verifications, implementations, filtering escalation tickets, training new Tier 1 agents, and guiding team members.