Open to opportunities

Irving Zamora

@irvingzamora

Bilingual Technical Support Specialist with 2+ years supporting global customers; strong troubleshooting, CRM ticketing, and SLA-focused service.

Mexico

Message

What I'm looking for

I’m looking for a remote role where I can deliver bilingual customer and technical support, troubleshoot confidently, manage high-ticket volumes in CRM, and improve customer satisfaction while meeting SLAs.

I’m a remote Technical Support & Customer Support Specialist (English/Spanish) with 2+ years of experience helping global customers across gaming, travel, and telecommunications environments. I’m tech-savvy and highly autonomous in fully remote, distributed teams, with a consistent focus on delivering accurate, empathetic service.

In my most recent role, I supported an international video game company via email and live chat, managing 50–70+ daily tickets while meeting SLAs and quality standards. I resolved complex issues such as account recovery, refunds, missing in-game items, and purchase-related problems—then documented everything in CRM and ticketing systems to ensure thorough follow-ups.

Previously, I provided bilingual support for Booking.com and technical customer support for AT&T and DirecTV. I troubleshot connectivity and service problems, improved first-contact resolution by identifying root causes, and handled escalations professionally in fast-paced, high-volume settings.

Experience

Work history, roles, and key accomplishments

Gaming Support Specialist (Remote)

5CA

Jun 2023 - Jun 2024 (1 year)

• Provided remote customer support via email and live chat for an international video game company, assisting players worldwide.
• Managed 50–70+ daily tickets, maintaining accuracy, empathy, and adherence to SLAs.
• Resolved complex issues including account recovery, refunds, missing in-game items, and purchase-related problems.
• Documented all interactions in CRM and ticketing systems to ensur

Gaming Support Specialist

5CA

Jun 2023 - Jun 2024 (1 year)

Provided remote customer support via email and live chat for an international video game company, assisting players worldwide. Managed 50–70+ daily tickets, resolved issues (account recovery, refunds, missing in-game items, purchase problems), and documented cases in CRM/ticketing systems while meeting SLAs.

Zendesk Live Chat Ticketing Systems CRM Salesforce Refunds Account Recovery Troubleshooting Customer Support Support Services Problem Solving Remote Support

Customer Support Agent

Majorel

Feb 2020 - Feb 2021 (1 year)

Delivered bilingual (English/Spanish) customer support for Booking.com in a fast-paced, high-volume environment. Assisted with reservations, refunds, relocations, and booking modifications, using CRM tools to track cases, follow up, and escalate as needed.

Zendesk English Spanish Customer Service Customer Support Refunds Email Support Problem Solving CRM Remote Support

Customer Support Agent (Booking.com – Bilingual)

Majorel

Feb 2020 - Feb 2021 (1 year)

•Delivered bilingual (English/Spanish) customer support for Booking.com in a fast-paced, high volume environment.
• Assisted customers with reservations, refunds, relocations, and booking modifications.
• Handled escalated and high-stress situations professionally, maintaining clear communication and customer confidence.
• Used CRM tools to track cases, follow up on unresolved issues, and escalate

Zendesk English Refund Processing Email Support Customer Support Problem Solving Remote Technical Support Customer Service Remote Support Spanish

Technical Support Agent

Sitel Group

May 2019 - Feb 2020 (9 months)

Provided technical and customer support for AT&T and DirecTV services. Troubleshot internet connectivity issues, service outages, and TV channel problems, and scheduled technical visits, service changes, and cancellations to improve first-contact resolution.

Zendesk English Customer Support Customer Service Support Services Troubleshooting Problem Solving Remote Problem Solving Remote Technical Support Bilingual Communication

Technical Support / Customer Service Agent (AT&T / DirecTV)

Sitel Group

May 2019 - Feb 2020 (9 months)

• Provided technical and customer support for AT&T and DirecTV services.
• Troubleshot internet connectivity issues, service outages, and TV channel problems..
• Scheduled technical visits, service changes, and cancellations while ensuring customer clarity
• Improved first-contact resolution by identifying root causes and applying effective troubleshooting steps.
• Collaborated with team members t