Tier 1 Tech Support Employee Highlight: Diego Orbegoso — Callnovo’s Bolivian Tech Support Team Leader for a Solar Energy Inverter Business

Thanks to tech support team leaders like Diego Orbegoso and their tech support teams, Callnovo Contact Center is a leading expert in providing high-quality outsourced technical support — as well as customer service — that can guarantee any business or corporation strong customer retention and a highly-recognized and respected brand reputation, ensuring that their sales growth and sales success increasingly become more secure and stable in the global market — regardless of the industry.

Recently, our very own Callnovo Contact Center had the wonderful opportunity to interview one of our very own 1st tier technical support team leaders (TL) for one of the clients that we serve in the South American country of Bolivia (La Paz, Bolivia) — recognized as one of most technologically-advanced countries throughout all of Latin America; since confidentiality agreements with specific clients do not permit us to provide client names, we will simply recognize this particular client as “the X brand.” Here’s a detailed highlight of our interview with Diego Orbegoso, the 1st tier tech support TL of our X brand.

Q&A with Diego Orbegoso — Team Leader for the X Brand

Introduction to Diego Orbegoso

Interviewer: Diego, thank you very much for taking the time participate in a detailed interview with our marketing department; it is awesome to be able to hear from you!

Participant: Thank you very much for having me! I really appreciate the opportunity to speak with you and to highlight what I do as a tech support TL for our X brand. It’ll be my pleasure to answer whatever questions you may have.

Interviewer: It’s our pleasure; I have a lot questions for you — so, let’s get started. First, could you tell me a little about your professional background?

Participant: Yes, I would love to. So, after completing an undergraduate degree in Political Science and Philosophy of Law, I found employment in the non-profit sector with various organizations as an immigration defense strategy advisor, a legal assistant, a legislative consultant, and an organizer for refugee resettlement agencies; I also share comprehensive experience in the private sector in supply-chain management and international tourism.

Interviewer: Wow, that’s very dynamic — different from what you currently do, right?

Participant: Yes, the wonderful thing — as you know — is that we as tech support agents are perfectly trained in the necessary skills to fulfill all required customer service duties.

The X Brand — A Global Solar Energy Inverter Business

Interviewer: Yes, as we have a very detailed 6-step hiring and onboarding process, we sure do hire only the most qualified agents for each position. So, then, we see that you lead a team of customer service representatives for the X brand; would you be able to give us a little bit of history and information regarding the brand?

Participant: I definitely can. The X brand is a solar energy inverter manufacturer that has been in business since… 2010, I believe; the solar inverter company has offices throughout Australia, Germany, the Netherlands, the United Kingdom, and the United States — but, our team provides outsourced tech support specifically to the Australian office due to its high demand for solar energy, as well as an institutionalized clean energy maxim. Effectively, the Australian solar energy market has been flourishing — so, there’s great demand for solar inverter products and energy storage solutions.

Interviewer: Wow, that’s nifty; forgive me for asking — but, what exactly are solar inverters?

Participant: Thank you for asking; solar inverters — also called PV inverters — are electrical converters that receive the variable direct current (DC) output of a photovoltaic solar panel (solar energy) and convert that energy into utility frequency alternating current (AC) — that is, the universal electricity that we are all familiar with.

Information on Diego’s Tier 1 Tech Support Background at Callnovo

Interviewer: That’s pretty technical, Diego — but, it sounds like an interesting brand to work for. How did you get in contact with us and start working with this brand?

Participant: It actually was quite interesting; since Callnovo Bolivia utilizes social media to touch base with prospective candidates, I actually found the application on Facebook and filled it out. Once I successfully passed the interviews, then I started our 3-day detailed training to get familiar with the position’s needs — then I started working in our Bolivian office as a tier technical support agent.

Interviewer: Sounds like you definitely received the right training rather quickly; how long have you been working with us as a tier 1 tech support agent?

Participant: I have actually been working as a tier 1 tech support agent since July of 2020; you know… it’s been a fun ride — when I first started, I found it exciting to learn a lot about solar energy and how it contributes to providing clean and sustainable energy — and, then when I became the tech support team leader for the X brand, I was able to pass all of my knowledge and expertise to our seven other T1 agents who constantly do a fine job. It has been such a privilege having the X brand’s team invest into us — and, it has been an even greater privilege being able to invest into my own team of technical support agents.

If you would like to read the entire interview, please visit here…