Maria Camille Lim

I’m currently employed as a Subject Matter Expert/Senior Technical Support Representative in a BPO company. I started as a Technical Support Representative before I got promoted. My chat and email support experience are above 3 years. 

In my current role, I’m assisting level 1 tech support agents that are having difficulties in resolving the customers’ issues by providing advanced troubleshooting steps and by guiding regarding the internal process. I'm also in-charge in handling supervisory chats, emails, and other escalations that are needed to be reported. 

Here are the tools that I'm beyond familiar with: 

• Zendesk for chat messaging and managing tickets. 
• SnapEngage for live chat.
• Sprout Social for managing social media platforms.
• App Store, Google Play Store, and Trustpilot service reviews.
• JIRA ticketing system in filing bugs and outages. 
• LogMeIn for remote assistance.