Joseph Eric Fokoua Tewa
@josephericfokouatewa
Technical Support Specialist delivering bilingual troubleshooting for streaming and customer needs.
JapanWhat I'm looking for
I’m a Technical Support Specialist with 10+ years of experience providing bilingual customer support in fast-paced, high-volume environments. I combine native-level French with strong English and conversational Spanish to deliver clear, empathetic help that protects the customer experience.
In my current role, I support customers of a major streaming company via inbound calls and chat, diagnosing issues such as streaming errors, account problems, device compatibility, and connectivity challenges. I guide customers through troubleshooting steps, document every interaction in CRM tools, and follow up to ensure timely resolution through escalations when needed.
Earlier in my career, I also delivered technical support for software, hardware, and network configurations, achieving a 95% customer satisfaction rating using Salesforce. Before customer support, I worked as a Senior Mechanical Engineer diagnosing and repairing vehicle mechanical and electronic systems, improving turnaround time and repair efficiency through process improvements.
Experience
Work history, roles, and key accomplishments
French Bilingual Support
Sutherland Global Services
Mar 2024 - Present (2 years 2 months)
Provided French and English technical support for a major streaming company, handling high volumes of inbound calls and chat. Diagnosed and resolved streaming errors, account issues, device compatibility, and connectivity problems while documenting cases in CRM and escalating complex issues for timely resolution.
Senior Mechanical Engineer
Echo Automobile
Mar 2012 - Feb 2020 (7 years 11 months)
Diagnosed and repaired vehicle mechanical and electronic systems, including engines, transmissions, and electrical components. Reduced vehicle downtime by 20%, improved repair efficiency by 15% through process improvements with a 10-engineer team, and supported customers in French and English.
Customer Support Representative
ACP Moderne
Jan 2007 - Dec 2011 (4 years 11 months)
Provided French and English technical support for software, hardware, and network configuration issues via phone, email, and live chat. Maintained accurate CRM records in Salesforce, achieved a 95% customer satisfaction rating, and resolved issues including account setup, software installation, and connectivity problems.
Education
Degrees, certifications, and relevant coursework
Yokohama National University
Master of Philosophy, Infrastructure Management
2013 - 2015
Grade: First Class Honours
Earned a Master of Philosophy in Infrastructure Management, graduating with First Class Honours.
Obafemi Awolowo University
Bachelor of Science (Honours), Mechanical Engineering
2006 -
Grade: Second Class Upper Division
Completed a B.Sc. (Honours) degree in Mechanical Engineering (Second Class Upper Division).
Office du Baccalaureat du Cameroun
Baccalaureate (Scientific Series), Science
2000 -
Grade: Mention
Completed the Baccalaureat (Scientific Series) in Cameroon.
Tech stack
Software and tools used professionally
Availability
Location
JapanAuthorized to work in
Job categories
Skills
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