John Aguilar
Technical Support Specialist
Bogotá,DC
Summary
I excel at transforming complex technical challenges into simple solutions for clients. My proven ability to blend empathetic communication with creative problem-solving consistently enhances customer loyalty and resolves high-stress situations effectively. I am uniquely positioned to deliver superior value by combining this hands-on experience with my ongoing studies in Software Development
Highly motivated bilingual Customer Success Specialist with 4+ years of BPO expertise in SaaS support, billing, invoicing, tax reporting, banking and multiplatform API integrations.
Top performer with proven performance ending interactions with most cases in satisfaction and problem solving in the first‑contact.
Exceptional communicator in Spanish (native) and English (B2–C1), skilled at building rapport, training clients, and coordinating cross‑functional teams.
Detail‑oriented problem solver passionate about driving efficiency, delivering measurable results, and elevating every customer experience.
Overview
4
4
years of professional experience
2
2
Languages
Work History
Technical Support Specialist (SaaS & FinTech)
Teleperformance
2020.11 - 2025.02
- Provided multi-channel (call, chat, email) technical support for a suite of SaaS and FinTech products, specializing in customer onboarding, billing systems, tax reporting, invoicing and payment processing in general.
- Troubleshot and diagnosed technical problems involving API calls and the Sigma business intelligence platform to ensure client success.
- Served as the primary point of contact for resolving complex client issues related to tax reporting, refunds, making payments, getting payouts, configure their bank accounts, link banks, configure the profile, configure third parties through API, etc.
- Guide users to configure their POS systems via Bluetooth and WiFi depending on the product they ordered.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Enhanced customer satisfaction and loyalty by delivering accurate, timely information and expert guidance on complex product features.
Education
High School Diploma -
Fray Cristobal De Torres
El Colegio 2001.05 -
Software Development Technologist -
Universidad Nacional Abierta Y A Distancia
Bogotá, Colombia 2001.05 -
Skills
Customer support
SaaS Platform Support
FinTech & Payments
Client Onboarding & Training
Multi-Channel Communication
Customer experience management
Creative Problem Solving
Business Intelligence Tools
Customer experience management
Process & Workflow Compliance
API Support
CRM Software
Emotional intelligence and authenticity
Effectiveness in time management
Timeline
Technical Support Specialist (SaaS & FinTech)
Teleperformance
2020.11 - 2025.02
High School Diploma -
Fray Cristobal De Torres
2001.05 -
Software Development Technologist -
Universidad Nacional Abierta Y A Distancia
2001.05 -