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Trexie Jean Icalina
SW/App/Cloud Tech Support Associate | Virtual Assistant
LAPU-LAPU-CITY, PhilippinesAsia/Manila40h/week$10/hr
About
Detail-oriented and highly organized professional with over 6 years of experience in customer service and technical support across telecommunications, healthcare, and cloud-based environments. Proven ability to troubleshoot technical issues, manage high-volume support requests, and deliver excellent customer service through phone, chat, and email. Experienced in handling escalations, mentoring team members, and supporting business operations through efficient ticket and case management. Adept at using CRM and ticketing systems to ensure timely resolution and customer satisfaction.
Skills
AzureDevOpsAWSSocial Media MarketingEmail MarketingAccount ManagementClient RelationsCRMCustomer SuccessHelp DeskTechnical SupportEmail SupportLive Chat SupportPhone SupportCS SalesforceZendeskExecutive AssistantMicrosoft OfficeGoogle WorkspaceVirtual AssistantEmail ManagementAdmin ResearchData EntryDocument PreparationSpreadsheetsCalendar ManagementTravel BookingB2B SalesSales DevelopmentOutbound SalesCRM Management
Experience
SW/App/Cloud Tech Support Associate
Symplr
Mar 2026 - Jan 1970
• Provides technical support for software applications and cloud systems • Troubleshoots and resolves user-reported issues in a timely manner. • Assists users with system navigation, functionality, and best practices. • Manages user access, permissions, and system configurations. • Documents incidents and collaboration with teams to improve system performance and user experience.
Technical Support
Comcast
Sep 2023 - Jan 2025
• Provided advanced technical assistance to customers through email, chat, and phone. • Coached and mentored junior team members to improve performance and communication skills. • Handled escalations, ensuring quick resolutions and customer satisfaction. • Managed multiple tasks including account updates, troubleshooting, and documentation.