Open to opportunities

Jayson Matthew

@jaysonmatthew

Message

I resolve complex customer, technical, and player support issues across high-volume channels.

Philippines

Message

What I'm looking for

I'm looking for a customer, technical, player, or e-commerce support role where I can resolve complex cases, support escalations, apply troubleshooting skills, and contribute in a high-volume team environment.

I've supported customers and clients across gaming, telecommunications, aviation, e-commerce, retail, and technical support environments. Most recently, I handled player concerns for a renowned mobile game through Zendesk, resolving gameplay, account, rewards, entitlement, and purchase issues.

At Outsourced Quality Assured Services, I manage high-volume email and chat support, customer orders, prescription requests, case documentation, and administrative work. Previously, I provided POS technical support for Dollar General and supported sellers, listings, orders, and account issues for Amazon through Arvato/Majorel.

I've also served as an Acting Subject Matter Expert for Flair Airlines and T-Mobile, guiding frontline agents, handling supervisor escalations, and supporting onboarding. I bring structured troubleshooting, clear communication, root-cause analysis, and hands-on experience with Zendesk, Salesforce, Richpanel, AmeliaRES, Shopify, and Magento.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Outsourced Quality Assured Services

Jan 2021 - Present (5 years 8 months)

Provided customer support through email and chat, managing multiple concurrent interactions in a high-volume environment. Handled inquiries, account concerns, order-related requests, and prescription management.

Email Support Chat Order Management CRM Data Entry Case Documentation

Player Support Specialist

Renowned Mobile Game

Jan 2026 - Aug 2026 (7 months)

Provided player support through Zendesk, assisting with gameplay concerns, account issues, rewards, and purchases. Investigated and resolved player-reported issues, ensuring cases were handled according to established policies.

Zendesk Player Support Troubleshooting Account Support Reward Management Case Documentation Escalation Management

Freelance Technical Support Agent

Dollar General

Jan 2020 - Jan 2021 (1 year)

Provided technical support for Point-of-Sale (POS) systems used by store cashiers. Diagnosed and resolved technical issues through structured troubleshooting to minimize operational disruption.

Technical Support POS Support Troubleshooting hardware troubleshooting Technical Troubleshooting Customer Service

Customer Service Representative

IGT Solutions

Jan 2019 - Jan 2020 (1 year)

Provided customer support for Flair Airlines through email, chat, and voice. Served as Acting Subject Matter Expert, handling escalations and supporting training initiatives.

Email Support Chat Voice support Subject Matter Expert Escalation Management Training Airline Customer Service

Customer Service Representative

IQOR

Jan 2018 - Jan 2019 (1 year)

Provided customer support for T-Mobile, handling billing, sales, and account concerns. Served as Acting Subject Matter Expert, assisting with escalations and supporting the TEX program launch.

Billing Support Sales Support Account Support Subject Matter Expert Escalation Management Customer Service

Amazon Seller Support Specialist

Arvato

Jan 2017 - Jan 2018 (1 year)

Provided specialized support to Amazon sellers regarding listings, orders, and account concerns. Investigated inquiries and identified solutions based on established processes.

Seller Support Order Management Account Support Case Documentation Problem Solving

Technical Support Representative

VXI

Jan 2016 - Jan 2017 (1 year)

Provided comprehensive support covering technical troubleshooting, billing, account concerns, and sales. Diagnosed service issues and identified sales opportunities based on customer needs.

Technical Support Troubleshooting Billing Support Sales Support Account Support Customer Service

Technical Support Representative

Sutherland

Jan 2016 - Dec 2016 (11 months)

Provided technical assistance for device-related concerns, troubleshooting, and warranty inquiries. Guided customers through troubleshooting and assisted with RMA and warranty processes.

Technical Support Troubleshooting RMA Warranty Support Customer Service

Customer Service and Sales Representative

IQOR

Jan 2015 - Dec 2015 (11 months)

Provided customer support for billing, sales, and account-related concerns. Assisted customers in identifying solutions and supported sales opportunities.

Customer Service Sales Support Billing Support Account Support Problem Solving