Mark U.
Mid-Level SaaS Customer Support Specialist
Open to offersNew to PlatformAbout
Markuven Q. is an experienced Customer Support Specialist based in Cebu, Philippines, with a professional background spanning SaaS, Web Hosting Management, telecommunications, and e-commerce. At MyPass Global Inc., he manages and resolves complex inquiries for both Key Accounts and SMBs, ensures compliance for mobilizing workers, and enforces regulated company standards. Previously at Shopify, Markuven guided clients through store setups and integration of internal and third-party apps, collaborated with Engineering teams, and reinforced platform guidelines. His hands-on expertise in DNS and ticketing was honed at CrazyDomains, where he addressed technical issues related to domain propagation, hosting, and SSL configurations. Earlier roles at Sprint Telecommunications and Best Buy further established his capability in case management, fraud analysis, and policy compliance within demanding business environments.
Experience
CUSTOMER SUPPORT SPECIALIST
MyPass Global Inc. · 2024 — PresentManage and resolve complex inquiries and issues from administrators and workers associated with Key Accounts and Small to Medium Businesses (SMBs). Ensure solutions are timely and accurate, while upholding customer satisfaction and compliance with company standards. Provide guidance to secure compliance for workers due for mobilization and reinforce company policies related to rejected qualifications and incomplete inductions impacting mobilization. Proactively advise administrators and workers to resolve underlying issues and work collaboratively with Internal Teams for escalation.TECHNICAL SUPPORT
Shopify · 2023 — 2024Assist clients in the integration of internal and third-party applications on their websites. Guide clients in setting up their stores, customizing internal themes, and managing product listings, orders, and payment gateways. Configure issues concerning domains, checkout processes, shipping settings, and third-party applications. Work with the Engineering team to handle escalated issues and complex technical tickets, while reinforcing Shopify guidelines and features.TECHNICAL SUPPORT
CrazyDomains · 2022 — 2022Troubleshoot domain propagation issues, DNS misconfigurations, hosting outages, and website/email performance problems. Assist clients with registering both internal and external domains to their hosting packages. Provide guidance on configuring domain name servers, subdomains, redirects, SSL Certificates, and Email Accounts. Help clients transfer domains and set up third-party DNS and email services, such as Google Workspace and Microsoft 365. Collaborate with product and engineering teams to enhance support processes and platform performance.SUBJECT MATTER EXPERT
Sprint Telecommunications · 2018 — 2021Serve as the point of escalation for complex issues related to billing discrepancies, service plans, and network problems. Provide real-time assistance and effective suggestions to team members within the cluster. Document recurring call drivers and implement strategies for timely resolution. Conduct call audits and offer coaching support to agents under the Process Improvement Plan, maintaining a high level of professionalism and empathy in handling sensitive concerns. Collaborate with technical teams to escalate and resolve backend issues or account-related problems while promoting company values and ensuring alignment with organizational missions.FRAUD SPECIALIST
Best Buy · 2015 — 2018Conduct extensive research to identify emerging issues related to online orders. Contribute to team decision-making processes aligned with internal procedures. Analyze orders flagged as high-risk by the system and collaborate with Customer Support, Risk, and Payments teams to resolve fraud-related issues.
Skills & Expertise
Education
- Bachelor of Science in Hotel & Restaurant ManagementInstitution not specified
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