GAGie Asuncion
@gieasuncion
Experienced Product Support Specialist driving customer success and technical solutions.
PhilippinesWhat I'm looking for
I am an experienced Product Support Specialist with over ten years in technical support, customer service, and training, focused on helping users get maximum value from software products. I excel at troubleshooting software and hardware issues, translating technical problems into plain language, and delivering effective training.
At Podium I supported customers across chat, email, and phone, created automation workflows, configured AI responses, and acted as a liaison between business owners and engineering to ensure timely issue resolution and product adoption. Previously, I resolved network and VPN issues, handled billing and warranty inquiries, and supported sales enablement across multiple global service providers.
I prioritize continuous improvement, cross-functional collaboration, and clear communication to enhance user experience and retention. I welcome feedback and focus on practical, scalable solutions that improve processes and customer outcomes.
Experience
Work history, roles, and key accomplishments
POProvided multi-channel product support and training to business customers, configured automation and AI responses, and liaised with engineering to resolve issues, improving customer efficiency and product adoption.
Technical Support Specialist
TopData Global IT Solutions
Jun 2017 - Aug 2022 (5 years 2 months)
Resolved network and VPN issues, handled billing inquiries, reproduced software defects for developers, and supported sales efforts to retain and grow customer accounts.
Technical Support Representative
Arvato Bertelsmann
Apr 2015 - May 2017 (2 years 1 month)
Provided technical support for games, hardware, and networks, managed billing and warranty replacement requests, and supported upsell opportunities to customers.
Sales Representative
Startek
Apr 2014 - Apr 2015 (1 year)
Promoted and sold services to new and existing customers, meeting sales targets and supporting customer retention initiatives.
Technical Support Representative
Stream Global Services
Apr 2013 - Apr 2014 (1 year)
Assisted customers with network, router, and modem issues, handled billing concerns, and processed warranty replacements to restore service quickly.
Customer Service Consultant
Sutherland Global Services Philippines
Oct 2010 - Feb 2013 (2 years 4 months)
Provided customer support for billing inquiries and promoted products and services to drive retention and revenue growth.
Customer Service Representative II
Teletech Customer Care Management Philippines
Oct 2009 - Jun 2010 (8 months)
Handled billing inquiries, troubleshot mobile devices, and processed warranty replacements to resolve customer issues efficiently.
Education
Degrees, certifications, and relevant coursework
Gie hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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