# Jan Mark Manzanero

Jan Mark Manzanero is a remote worker on Himalayas, Tier 2 Support Specialist at Magic Inc., based in Philippines.

Source: https://himalayas.app/@janmarkmanzanero

```text
Customer support specialist at Magic Inc. who resolved 90–100 tickets daily with a 5-star CSAT rating.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Philippines |
| Authorized to work in | Philippines |
| Salary expectations | 80k+ PHP |
| Job categories | Customer Support Specialist, Virtual Assistant, Sales Administrator |
| Skills | Customer Support, Escalation Management, Customer Service, Quality Assurance, Agent Coaching, Ticket Triage, Workflow Documentation, CRM Management, Social Media Moderation, Sales Administration, Inventory Management, Records Management, Gorgias, Zendesk, Shopify |

## About

```text
At Magic Inc., I resolved escalated customer concerns as a Tier 2 Support Specialist, applying product knowledge and company policy to handle subscription, order, shipment, returns, and billing cases. I was promoted within 13 months based on top-tier performance.

As a Customer Support Agent at Magic Inc., I consistently closed 90–100 tickets a day while maintaining a 5-star CSAT rating. I also developed familiarity with e-commerce support platforms including Gorgias, Zendesk, and Shopify.

At Peaches Assist, I managed executive inboxes, coordinated virtual meetings, and maintained CRM records. At First J Sales and Marketing, I maintained sales records, monitored inventory, and coordinated replenishment orders.

My work has also included quality reviews, coaching and guidance for frontline agents, workflow training, and process documentation. I’ve used tools including BrandBastion, Slack, Google Suite, and Microsoft Office.
```

## Experience

### Tier 2 Support Specialist

Magic Inc.. Jun 2024 - Oct 2026

```text
Served as the primary point of escalation for complex customer concerns, applying in-depth product knowledge and company policy to deliver timely, accurate resolutions. Conducted structured quality reviews and provided coaching to 25+ frontline support agents.
```

Skills: Customer-Service, Escalation-Management, Quality-Assurance, Coaching, Zendesk, Gorgias, Shopify, BrandBastion, Slack, Google-Workspace, Microsoft-Office

### Customer Support Agent (Tier 1)

Magic Inc.. May 2023 - Jun 2024

```text
Consistently resolved 90-100 customer tickets per day, 3-4x the industry average, while maintaining a 5-star CSAT rating. Handled a broad range of customer inquiries including order issues, subscription management, shipment tracking, returns, and billing disputes.
```

Skills: Customer-Service, Ticket-Resolution, Gorgias, Zendesk, Shopify, Stay-Ai, Wonderment, Returns-Logic, Okendo, SavedBy, Shipfusion, Dash

### Virtual Assistant

Peaches Assist. Aug 2022 - May 2023

```text
Managed executive communications by organizing and prioritizing a high-volume inbox to ensure timely responses to critical correspondence. Planned and coordinated virtual meetings via Zoom and maintained integrity of CRM records through systematic data entry and audits.
```

Skills: Email-Management, Calendar-Management, Zoom, CRM, Data-Entry, Administrative-Support

### Sales Administrator

First J Sales and Marketing. May 2011 - Jul 2022

```text
Maintained comprehensive sales records to support accurate forecasting, performance tracking, and management reporting. Oversaw inventory levels and coordinated replenishment orders proactively to sustain operational continuity and prevent stockouts.
```

Skills: Sales-Administration, Inventory-Management, Data-Entry, Reporting, Event-Planning

## Education

### Saint Louis University

Bachelor of Science, Information Technology. 2007 - 2011

```text
Bachelor of Science in Information Technology from Saint Louis University, Baguio City, Philippines, completed in 2011.
```

## Tech stack

- Dash
- Shopify
- Mailchimp
- Slack
- Zendesk
- Zoom
- Mojo
- Gorgias
- Okendo
- Microsoft Office

To contact Jan Mark, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

## People also viewed

- [Paul Jacla](https://himalayas.app/@pauljacla): Customer Service Support, Teletechmanila
- [Jody Asilum](https://himalayas.app/@jodyasilum): Customer Support Associate, OrganicMushroomDrinks
- [Roms Mla Vin](https://himalayas.app/@romsmlavin): Customer Experience Operations Specialist, Spreetail x Buy Box Experts
- [Tophie Tan](https://himalayas.app/@tophietan): Customer Service Representative, HKR Remote
- [Vanessa Nidea](https://himalayas.app/@vanessanidea): Virtual Assistant/Customer Service, Freelance
- [Johana Hadji Jabbar](https://himalayas.app/@johanahadjijabbar): Remote Customer Experience Specialist, Personal CX LLC
- [Ma Isabel Mitsui](https://himalayas.app/@maisabelmitsui): Customer Support Virtual Assistant, Bold Precious Metals
- [Mhel Joy Roque](https://himalayas.app/@mjroque): Virtual Assistant, Meganinja
- [Shan Dagatan](https://himalayas.app/@shandagatan): Customer Service Representative, Marc Fisher
- [Rolyn Villanueva](https://himalayas.app/@rolynvillanueva): Customer Service Representative, Comma Football