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Eunice Y. Cruz Level 2 Technical Support & Customer Service Specialist · Remote
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Not rated yet
Philippines- Philippines
About Me
Customer service and technical support professional with experience across Level 2 technical support, chat support, email support, billing inquiries, and escalation handling. Skilled at resolving complex technical and account concerns, communicating clearly with customers, and delivering timely support while maintaining customer satisfaction in remote, work-from-home environments.
Currently working in a Work From Home / Remote capacity supporting B2B and technical support customers.
Overview
- Experience10+ years
- EducationBachelor degree
- Last active25 October 2026 (3 days ago)
- Member since24 October 2026
- Internet speed Paid plan
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Education
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BS Hospitality Management, Lyceum of the Philippine University, Manila — 2007–2010 (Culinary Arts focus with Cruise Line Operations specialization; Dean's List, both semesters 2009)
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Introduction to Networking — 2021 (network devices and connectivity fundamentals)
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Soft Skills Training — 2021 (positive scripting and handling difficult customer situations)
Experience
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B2B Support Representative
Jan 2026 – Present | RemoteSupport business-to-business (B2B) customers by managing inbound support and customer care requests via email.
Respond to customer inquiries with clear, professional, and timely written communication.
Provide ongoing account assistance to business clients to maintain service continuity. -
Level 2 Technical Support Representative
2021 – 2026 | RemoteResolved escalated customer calls professionally, ensuring timely closure of unresolved concerns.
Delivered technical and scheduling support via email, helping customers book appointments and track issue resolution.
Performed advanced troubleshooting on cases escalated from Level 1 support when standard fixes could not resolve complex technical issues. -
Chat Support Representative
Managed real-time customer inquiries through live chat, maintaining clear communication and quick issue resolution.
Guided customers through systematic technical troubleshooting steps via chat to resolve service concerns. -
Customer Service Representative
Handled customer billing inquiries with accuracy, clarifying charges and resolving disputes to maintain customer satisfaction.
Provided troubleshooting support for phone service issues, resolving technical concerns on first contact where possible.
Recognized multiple times as Top Agent for consistently exceeding performance targets. -
Technical Support Representative
2014 – 2016Provided technical support to customers, resolving service and product issues through direct phone contact.
