ADRIANA DURAN
Technical Support Expert
CABA,Buenos Aires
Summary
Experienced and skilled tech customer support specialist. Tech-savvy problem-solver with a strong understanding of various technologies, able to effectively troubleshoot and diagnose basic technical issues. Strong background in technical support, desktop support, and IT help desk support, with five years of proven work experience in these areas.
Overview
9
9
years of professional experience
13
13
years of post-secondary education
Work History
Technical Support Expert
Metamap Inc - Incode Technologies
4 2022 - Current
- Provide technical support to clients remotely
- B2B
- Research and identify solutions to software issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Track system issues through to resolution within agreed time limits
- Communicate with clients via meetings, email or chat to guide them through technical issue resolution
- Escalate unresolved issues to appropriate internal teams
- Refer to internal database or external resources to provide accurate tech solutions
- Follow up with clients to ensure products are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Provide front-end support, assist with API inquiries, web and mobile SDK and webhook issues
Tech Support Specialist
Binance
09.2021 - 04.2022
- Responsible for managing and responding to customer queries and concerns through various online tools
- Adhere to the company's communication procedures, guidelines, and policies to ensure that all interactions with customers are consistent and in line with the company's values and standards
- Coordination and communication with other teams and departments
- Handle customer complaints effectively, providing timely and appropriate solutions to their issues
- Follow up with customers to ensure that their technical issues have been resolved satisfactorily and that they are satisfied with the support they received
- Good understanding of the cryptocurrency and blockchain world, able to identify customer needs and provide assistance in using specific features
- Identify and report any product malfunctions or issues to the appropriate team.
Customer Service Specialist
Hy Cite Enterprises, LLC
09.2015 - 08.2018
- Monitor accounts on a daily basis
- Identify outstanding account receivables
- Investigate historical data for debts and bills
- Take actions in order to encourage timely payments
- Process payments and refunds
- Resolve billing issues
- Resolve customer credit issues
- Contact clients and discuss their overdue payments
- Update account status records
- Prepare and present reports on collection activities and progress.
Education
Testing QA Manual -
Coderhouse
Modern Languages & International Organizations - Humanities
UNIVERSIDAD DE LOS ANDES
05.2001 - 03.2014
Skills
Adaptability and problem-solving abilities
Proficient in technical principles and practices
Strong verbal and written communication skills
Knowledgeable in web and mobile SDK functionality
Familiar with various support CRM technologies
Incident Management
Backup solutions
Technical Troubleshooting
Languages
English
Spanish
Timeline
Tech Support Specialist
Binance
09.2021 - 04.2022
Customer Service Specialist
Hy Cite Enterprises, LLC
09.2015 - 08.2018
Modern Languages & International Organizations - Humanities
UNIVERSIDAD DE LOS ANDES
05.2001 - 03.2014
Technical Support Expert
Metamap Inc - Incode Technologies
4 2022 - Current
Testing QA Manual -
Coderhouse
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