Open to opportunities

Earen Santos

@earensantos

Message

I am a technical support specialist delivering exceptional customer service and troubleshooting.

Philippines

Message

What I'm looking for

I'm seeking a customer-facing technical support role where I can lead teams, improve onboarding and quality processes, solve complex technical issues, and grow within a collaborative, customer-centric company.

I am a technical and customer support specialist with nearly eight years of experience delivering phone, chat, and email support across diverse environments.

I have led teams, conducted training sessions, and acted as an SME while handling high-volume queues — processing 500+ monthly support requests and resolving warranty and incident claims. I consistently use Zendesk and CRM systems to track, validate, and resolve application-related issues across Windows, Mac, and Linux.

At companies including Concentrix, Asurion, and MicroSourcing I drove onboarding, upselling, and quality analysis initiatives that improved customer satisfaction and operational efficiency. I seek roles where I can continue to solve technical problems, mentor teammates, and improve processes in a customer-centric organization.

Experience

Work history, roles, and key accomplishments

Current

Optical Assistant

Current

MicroSourcing

Jan 2024 - Present (1 year 7 months)

Provided customer-facing optical support for the Vision Express project, responding promptly to queries and ensuring positive interactions. Logged, validated, tracked, and resolved application-related incidents using incident management tools.

Customer Support Incident Management Communication Teamwork Time Management Critical Thinking

Technical Support Expert

Asurion

Jan 2023 - Jan 2024 (1 year)

Provided technical support via phone, chat, and email for electronic devices, assisted with device setup and troubleshooting, and handled warranty claims. Drove upsell opportunities by recommending relevant services during support interactions.

Technical Support Upselling Zendesk CRM Systems Technical Troubleshooting Customer Retention

Technical Support Expert

Concentrix

Jan 2019 - Jan 2022 (3 years)

Processed 500+ monthly support requests for internet and TV technical issues and delivered desktop support across Windows, Mac, and Linux systems. Assisted in cross-selling services and supported onboarding and IT setup processes.

Technical Support Onboarding IT Setup Windows MacOS Linux Cross Selling Process Management

Onboarding & IT Setup Specialist

Concentrix

Jan 2019 - Jan 2022 (3 years)

Processed 500+ monthly support requests for internet and TV technical issues, delivered desktop support across Windows, Mac, and Linux, and assisted in cross-selling services based on customer needs.

Onboarding IT Setup Desktop Support Cross Selling Ticketing Customer Service