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Glenn Michael Masajo

@glennmichaelmasajo

Customer Operations Associate at Momos, validating merchant-reported bugs and tracking fixes through resolution.

At Momos, I replicate merchant-reported issues, document reproduction steps, and validate bugs before escalating them to Development, Product, and QA. I track technical requests through retesting and confirm resolutions with merchants.

I manage triage and First Touch workflows across Freshdesk, WhatsApp, Viber, and email, averaging a First Response Time under 60 minutes against a 90-minute target. I also build an internal knowledge base to support onboarding and issue resolution.

At iRely, I troubleshot incidents across iRely i21 ERP client accounts and partnered with QA, Developers, Business Analysts, and Product Managers on fixes and enhancements. Earlier, I supported QuickBooks products at Concentrix, documenting solutions in Confluence and resolving API integration issues involving Amazon, WooCommerce, and Shopify.

Experience

Work history, roles, and key accomplishments

Current

Customer Operations Associate

Current

Momos

Feb 2026 - Present (8 months)

Replicates merchant-reported issues, triages pain points, and escalates validated bugs to Development, Product, and QA teams. Manages triage and First Touch workflows across Freshdesk, WhatsApp, Viber, and email, averaging a First Response Time under 60 minutes.

Issue Reproduction Bug Fix Validation Ticket Triage Escalation Management Freshdesk Notion Client Communication Knowledge Base Development Process Improvement

Product Support Specialist

iRely

Oct 2023 - Dec 2025 (2 years 2 months)

Troubleshot and replicated complex ERP (iRely i21) incidents across multiple global client accounts, consistently exceeding SLA compliance targets. Triaged, classified, and tracked service desk tickets in Jira, escalating reproducible defects to Developers and QA.

ERP IRely I21 Troubleshooting Jira SLA Compliance Ticket Triage Escalation Management Patch deployment Data Correction Upgrades CSAT

Technical Support Advisor II

Concentrix

Sep 2019 - Oct 2023 (4 years 1 month)

Resolved an average of 75 Tier 2 escalations weekly for QuickBooks Commerce, Online, and Desktop. Replicated and troubleshot API integration issues with Amazon, WooCommerce, and Shopify, ensuring seamless data sync and minimal downtime.

Tier 2 Support Quickbooks API Integration Troubleshooting Amazon WooCommerce Shopify Confluence Incident Management Root Cause Analysis

Technical Support Representative

Sutherland Global Services

Oct 2018 - Sep 2019 (11 months)

Troubleshot connectivity issues for 25–35 customers daily, and processed new subscriptions and service upgrades. Upheld SLA compliance by escalating unresolved or complex incidents to higher-tier support teams with complete case notes.

Technical Support Troubleshooting SLA Compliance Escalation Management Customer Service Ticket Management

Technical Staff

MindConcept Solutions

Sep 2017 - Aug 2018 (11 months)

Configured and troubleshot network devices to ensure reliable performance during government events and system deployments. Trained 50+ staff and government officials on proprietary software, accelerating system adoption.

Network Configuration Troubleshooting Training IT Hardware Software Installation Event Support