Open to opportunities

Victor Anosi

@victoranosi

I resolve technical support issues across phone, chat, and email using clear diagnostics, documentation, and system integrations.

Canada

Message

What I'm looking for

I'm looking for a technical support role where I can troubleshoot product and platform issues, use CRM and ticketing tools, collaborate across teams, and improve resolution speed and customer outcomes.

At Brightlink AV LTD, I handle technical issues from first contact through resolution across phone, email, and chat. I investigate reported behavior, validate configurations and account data, and distinguish defects from user or device errors before proposing fixes.

I configure control protocols, DNS, VPN, TCP/IP control, and third-party automation systems. I also document diagnostic steps in Freshdesk, Tidio, OpenPhone, and Google Workspace so escalations can move forward without repeated investigation.

Previously, I supported travel customers at ASAP Tickets and emergency-service customers at Safer Road Rescue, resolving bookings, billing disputes, refunds, account issues, and time-sensitive requests. I bring empathy, evidence-based escalation, retention awareness, and a focus on accurate resolutions.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

Brightlink AV LTD

Feb 2024 - Present (2 years 7 months)

Handle customer reported technical issues from first contact through resolution across phone, email, and chat, following company SOPs while documenting and adapting approach to unfamiliar or ambiguous cases. Specialized in system integration, configuring control protocols, DNS, VPN, TCP/IP control, and third-party automation systems.

Freshdesk Tidio Google Workspace DNS VPN TCP IP System Integration Automation FAQ Management

Independent Travel Agent

ASAP Tickets

Aug 2022 - Jan 2024 (1 year 5 months)

Managed high-volume inbound and outbound calls, resolving bookings, cancellations, billing disputes, refunds, and account issues across multiple internal systems. Applied retention strategies during cancellation calls, strengthening client relationships and increasing repeat business by 15%.

CRM SaaS Customer Retention Billing Disputes Documentation Case Management Empathy

Sales & Customer Support Agent

Safer Road Rescue

May 2021 - Jun 2022 (1 year 1 month)

Responded to customer inquiries spanning service requests, account updates, and time sensitive emergency assistance, prioritizing accuracy under pressure. Logged interactions and updated client profiles, ensuring accurate and complete service documentation for downstream teams.

Customer Service CRM Documentation Billing Time Management