JERICHO J.
Technical Support Representative
Actively lookingNew to PlatformAbout
I am a dedicated and results-driven IT and customer support professional with over 6 years of experience in technical support, customer service, sales, and team leadership. I have a strong background in troubleshooting software and technical issues, handling customer concerns through email, chat, and phone support, and delivering high-quality service while meeting performance targets.
My experience includes working as a Technical Support Representative, Sales Representative, and Team Leader, where I developed strong skills in client communication, problem-solving, performance coaching, process improvement, and remote collaboration. I am also knowledgeable in web development, CRM tools, live chat and ticketing platforms such as Zendesk, and productivity systems.
Beyond customer support, I build AI-powered productivity and workflow tools designed to improve workplace efficiency, training, and performance management. I am highly adaptable, detail-oriented, and committed to continuous learning.
I am looking for long-term remote opportunities where I can contribute my technical expertise, customer service excellence, leadership experience, and problem-solving skills to help businesses grow and succeed.
Experience
Technical Support Representative
Fezibo, Youniverse Feishu China · 2025 — PresentProvided technical and customer support for ergonomic products, including troubleshooting, order management, warranty handling, and coordination with internal teams. Ensured accurate CRM documentation and timely resolution of customer concerns. Result: Consistently maintained high customer satisfaction by resolving technical and product-related issues within SLA targetsInside Sales Representative
Universal Access and Systems Solutions · 2025 — 2025Managed B2B IT sales from lead generation to closing, delivering tailored technology solutions to clients. Maintained CRM accuracy and consistently achieved sales targets through consultative selling and pipeline management. Result: Consistently met and supported sales targets through consultative selling and pipeline managementTraining and Quality Specialist
Go Rewards, The Gokongwei Group · 2023 — 2025Led training and quality assurance programs, monitored agent performance metrics, and conducted coaching sessions. Developed training materials that improved compliance, service quality, and operational efficiency. Result: Developed training materials that strengthened onboarding efficiency and operational consistencyWeb Developer / WordPress Developer
Upwork · 2022 — 2023Designed and developed responsive WordPress websites, optimized performance and SEO, and managed hosting and domain configuration. Delivered end-to-end web solutions for multiple clients with focus on usability and performance. Result: Ensured high client satisfaction through complete end-to-end development deliveryL4 SQL Developer
Frontline Education, US Account · 2021 — 2022Developed SQL scripts for reporting, data extraction, and system support for U.S. school district information systems. Resolved database issues and supported data integrity and platform integration across client environments. Result: Contributed to smoother client operations through accurate data processing and reporting outputsCustomer Care Consultant
Angi, US Account · 2021 — 2021Provided multi-channel customer support (phone, chat, email), resolving service inquiries and ensuring timely follow-ups. Maintained high customer satisfaction and contributed to process improvements that reduced handling time. Result: Maintained strong customer satisfaction through timely and accurate multi-channel supportTechnical Support Team Leader
SupportNinja Inc. (Plarium – Ukraine Account) · 2020 — 2021Led a 20-agent technical support team for a global gaming account, driving KPI performance through coaching, QA audits, escalation handling, and process optimization. Supported continuous improvement initiatives to enhance team efficiency and service quality. Result: Strengthened team efficiency by implementing performance tracking and feedback routinesBack-End Developer
SupportNinja Inc. (Renewtrak – Australia Account) · 2020 — 2020Managed backend database operations and automated renewal processes, improving data accuracy, system performance, and operational workflow efficiency. Result: Improved system data integrity through structured backend database managementTechnical Support Technician
SupportNinja Inc. (Legal Technology Solutions – US Account) · 2019 — 2020Provided remote IT support for law firms, including Office 365 administration, Active Directory management, and troubleshooting of hardware, software, and network issues. Result: Maintained system uptime and service continuity by resolving technical issues within SLA targets, minimizing disruption to legal operations and improving support response efficiency.Technical Support Staff
Commission on Elections · 2019 — 2019Provided technical support during local elections by deploying, testing, and troubleshooting vote-counting machines, coordinating with officials, and ensuring full operational readiness of election facilities. Result: Ensured full operational readiness of systems through pre-deployment testing and troubleshooting
Skills & Expertise
Education
- Bachelor of Science in Information Technology — Specialization in Web and Mobile ApplicationsTarlac State University · 2015 — 2019