WHY I AM

TECHY?

My journey in tech support

with Microsoft

The year 2012 I started working as a technical support in Microsoft. I have a total of 4.5 years working with them. First 3 years I was a frontline agent, Taking inbound phone calls, emails and also chats.


I assist customers with their account inquiries, billing concerns, and purchases through the Microsoft Store. Additionally, I troubleshoot their computer issues via remote access connections. Commonly, the challenges they encounter involve Microsoft Office Software such as Excel, Word, and PowerPoint. Furthermore, I address issues related to failures in the Windows operating system. I've had the opportunity to work with customers from various parts of the world, including the US, Canada, Asia Pacific, New Zealand, among others. This phase of my life significantly honed my
logical and problem-solving skills! While formal training was limited, I relied on self-directed research for troubleshooting, fostering personal growth and resourcefulness.


I advanced to a level 2 technical support role within three years.

In this capacity, I handle escalated cases that frontline agents cannot resolve. Additionally, I'm tasked with training new team members and
overseeing a team.

This responsibility allowed me to enhance my leadership skills, including managing the team, handling supervisor calls, and providing coaching.

In addition to being a Microsoft tech support, I also became a technical support representative for DirecTV.

My job description involved troubleshooting customer TV/cable issues over the phone.

After just 2 months of serving as a front-line agent, I was promptly promoted to a team lead role. This experience made me realize that I have a genuine passion for problem-solving and technical matters,

as I always excelled in this role.

There you have it!

That's my more than 5 years of experience in Technical Support in a nutshell.

Office: Philippines