Remote Customer Support
Davao City, Philippines · Open to remote work
Three years on the front line at VXI Global Holdings — technical troubleshooting, billing disputes and order recovery, across phone, email and chat. Promoted to Agent Level II for it. Now taking direct clients.
Career Agent Progression Award Agent Level II · July 2025
01 What I handle
Not a list of aspirations. This is the actual work — the queues I sat in, the cases I owned, the systems I logged them in.
TVs, speakers, CCTV cameras, connected devices and the connections between them. I work the fault down methodically, and when a case genuinely belongs with engineering, it goes up with the diagnosis already written.
Refunds processed, discrepancies traced, charges explained in plain language. Tier 2 meant I kept ownership of the messy ones from escalation all the way through to a documented close.
End-to-end tracking, delays flagged before the customer has to ask, and direct coordination with warehouses and carriers to trace lost parcels and push replacements through.
Phone, email and live chat at volume. The tone stays the same across all three — a customer should not be able to tell which channel gets the good version of you.
The calls that arrive already angry. The job is to bring the temperature down, find what actually went wrong, and give the customer a real answer rather than a policy recital.
Every interaction logged properly in Salesforce, Zendesk, Zoho or Jira. Whoever picks the ticket up next should not have to start the conversation over.
02 About
I started at VXI Global Holdings in 2023 on technical support. Within two years I was working Tier 2 billing escalations and order management on the same account.
That range matters more than it sounds. A customer whose device failed, who was then charged for the replacement that never arrived, does not have a technical problem or a billing problem or a logistics problem. They have one problem. Being able to see all three sides of it is the difference between a resolution and a transfer.
In July 2025 I was promoted to Agent Level II under the Career Agent Progression Award for consistently exceeding performance targets. I am now moving into freelance work and taking clients directly — same standard, fewer layers between me and the person I am helping.
03 Track record
Depth on a single account beats a scattered résumé. I learned one business properly, then kept being handed harder parts of it.
Awarded by VXI Global Holdings Inc. for consistently exceeding performance targets.
Cateel Campus, Davao Oriental, Philippines.
04 How I work
That is the whole goal. Here is how I get there.
Your policies, your edge cases, your tone. I would rather ask fifteen questions in week one than guess in front of a customer in week three.
Tickets, calls, chats — whatever the channel mix is. I work it down and keep it down, and I tell you early if the volume needs another pair of hands.
Case notes written while the detail is fresh, in your system, in a format the next person can actually use. Not reconstructed at the end of a shift.
The same complaint arriving twelve times is a product signal, not twelve tickets. You will hear about it from me before it becomes a review.
05 Toolkit
And a general rule: anything built on queues, macros and case notes takes me about a week to get fast in.
Staying calm on an angry call is not about being naturally patient. It is about knowing the system well enough that you are not panicking alongside the customer. When you can see where the order actually is, or why the charge actually posted, the conversation changes.
Three years of Tier 2 work taught me that most escalations are not really about the money. They are about someone having explained the problem three times already.
Talk to me about your queueDavao City, Philippines
Night shifts on US accounts were the job, not a concession. US Eastern through Pacific, UK, or Australian hours are all workable. Tell me the window you need covered.
06 Questions
I am in Davao City (GMT+8) and have worked night shifts on US accounts for three years. US Eastern, Central, Mountain and Pacific are all workable, as are UK and Australian hours. Tell me the coverage window you need and I will tell you honestly whether I can hold it long term.
Salesforce, Zendesk, Zoho, Jira and the Amazon seller tooling day to day, with Slack and Outlook for internal coordination. Any ticketing system built on queues, macros and case notes will feel familiar within a few days.
Yes. At VXI I moved across three functions on the same account: technical support, Tier 2 billing, and order management. That range is the point. A customer whose device failed and who was then charged for the replacement does not want to be transferred twice.
Business fluent, with three years of live phone support for English-speaking customers. I also speak Tagalog. Phone work is where accent and clarity actually get tested, and I have done it at volume.
Order tracking, delivery exceptions, lost parcels, returns, replacements, refunds and carrier coordination were the bulk of my work at VXI. That maps directly onto ecommerce and DTC support.
I am taking on direct clients now. Send a note describing the role, the volume and the hours, and I will come back with a straight answer on availability and rate.
07 Contact
Volume, channels, hours, and the part that is currently going wrong. I will come back with a straight answer on whether I am the right fit — including if I am not.
