Open to opportunities

John Moreno

@johnmoreno

Message

I resolve smart home technical issues and retain customers through empathetic, consultative support.

Colombia

Message

What I'm looking for

I'm looking for a remote technical support role with a US team, where I can resolve customer issues, use AI-enabled tools, and deliver empathetic support through to resolution.

At Teleperformance supporting Vivint Smart Home, I owned technical issues from first contact through resolution, troubleshooting hardware remotely, creating clear software escalations, and coordinating field technician visits when needed. I resolved most cases on the first contact while maintaining CSAT around 4.5 out of 5.

I also closed $30K–$60K USD monthly in equipment and service upgrades through support-led, fit-based recommendations, renewed at-risk accounts, and used Salesforce, Podium, and AI-integrated diagnostic tools to keep cases moving. I'm looking to bring my bilingual, customer-first technical support experience to a remote US team.

Experience

Work history, roles, and key accomplishments

Technical Support & Customer Success Representative

Teleperformance

May 2022 - Apr 2026 (3 years 11 months)

Provided technical support for Vivint smart home products, troubleshooting hardware and software issues, educating customers, and escalating complex problems. Achieved high customer satisfaction and generated significant sales through consultative selling.