Nestor Jr Pura - Product Support, Verifone

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Work Background

Career BreakProfessional development

Oct. 2022 - Feb. 2023Attended Full-stack Web Development Bootcamp under KodeGo.

LambdaTestSr. Application Support Engineer

May. 2022 - Sep. 2022RemoteManage customer queries and issues on Chat, Email, and on Call. Troubleshoot browser-related issues - Chrome, Safari, Firefox, Edge, etc. Manage ticket and chat SLAs. Collaborate with Engineering, DevOps, and Product Management teams to address customer issues.

ZendeskTechnical Support Specialist Engineer

Mar. 2022 - Mar. 2022None · RemoteAnswers the technical questions, solves technical problems, and suggests appropriate workarounds for any issues on the following Zendesk products: - Zendesk Support (Ticketing system) - Zendesk Talk (Telephony system) - Zendesk Chat (Messaging and live chat) - Zendesk Explore (Reporting and analytics) - Zendesk Guide (Knowledge Management System) - Zendesk Sell (Sales CRM) - Zendesk Apps & APIs * Provide quick and accurate handling of support interactions through phone, messaging, and email. * Offer alternative solutions when appropriate and if the issue is beyond training and scope of responsibility. * Take technical escalations. * Collaborate within departments to address complex customer concerns. https://www.zendesk.com/

ZendeskCustomer Advocate

Oct. 2020 - Mar. 2022Provide support for all technical queries from customers related to Zendesk’s multi-product platform via live messaging/chat and asynchronous channels well as providing resolution for escalated technical issues.

Career BreakHealth and well-being

May. 2020 - Sep. 2020

DialpadTier 1 Customer Support Representative

Oct. 2019 - Apr. 2020Remote · RemoteDeliver amazing service and support to Dialpad customers by providing fast and accurate responses and handling user inquiries ranging from simple product questions to more complex technical support issues. Work effectively with a variety of internal teams, including Sales, Engineering, and Product Management.

ECE Consulting GroupSenior Technical Support Specialist

Sep. 2018 - Oct. 2019Makati, National Capital Region, PhilippinesHandles escalated issues raised by tier 1 support via phone support which focuses on performing manual removal of virus, no boot issues, printer-related problems, and other multiple windows operating system problems.

ECE Consulting GroupFraud Specialist

Jun. 2017 - Aug. 2018Makati, National Capital Region, PhilippinesPromoted to join the elite Fraud team for E-commerce account (Jet.com), where the main task is to deeply investigate the customer's accounts and their order activities to identify possible promo abuse, dropshipping transactions, illegal use of payment methods, and other fraudulent activities. Asked customers to provide legal documents to prove eligibility to use the service and remove their account from being red-flagged.

ECE Consulting GroupProduct Identification Specialist

Jun. 2015 - May. 2017Makati, National Capital Region, PhilippinesI am one of the pilot teams to start a pioneering for E-commerce account (Jet.com), that performs online order processing, sending updates to customers regarding the status and answering other order related concerns

ECE Consulting GroupHotel Reservation Specialist

Dec. 2014 - May. 2015Makati, National Capital Region, PhilippinesResponsible for answering customer concerns via email regarding Hotel (Newport) booking-related concerns.

ECE Consulting GroupTier 1 Technical Support Specialist

Mar. 2014 - Nov. 2014Makati, National Capital Region, PhilippinesMy work task involves setting up remote access to computers and addressing sub - issues-related performance issues and internet-related concerns. I performed windows pre-tune-up to optimize computer performance and run virus removal using partnered software and other software-related issue raised by the customer.

Sykes PhilippinesTechnical Support Representative

Feb. 2013 - Mar. 2014Makati, National Capital Region, PhilippinesI was a Technician for an ISP account in the US. I was responsible for assisting clients with internet issues like providing troubleshooting steps.