Open to opportunities

Jeson Ko

@jesonko

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Customer Success Specialist with a passion for enhancing service quality.

Philippines

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am a dedicated Customer Success Specialist with extensive experience in technical support and customer service. My journey in this field has equipped me with a strong foundation in troubleshooting technical issues and improving customer experiences. I thrive on resolving customer concerns efficiently and am passionate about enhancing service quality.

Throughout my career, I have worked with various companies, including Hostinger and IONOS Inc., where I provided exceptional service and support to customers. My ability to manage difficult situations with professionalism has allowed me to build strong relationships with clients. I am adept at educating customers on product inquiries and troubleshooting techniques, ensuring they receive the best possible solutions.

With a solid background in web technologies and networking, I am committed to continuous learning and improvement. I believe that a positive customer experience is key to a successful business, and I strive to contribute to that goal in every role I undertake.

Experience

Work history, roles, and key accomplishments

Customer Success Specialist (Mid & SME)

Hostinger

Sep 2021 - Mar 2025 (3 years 6 months)

Provided excellent service and support to customers via chat and email, educating them on product inquiries and troubleshooting techniques. Identified customer concerns and offered the best possible solutions, managing difficult customer situations with professionalism and composure.

Customer Support Email Support Chat Support Troubleshooting Customer Education Conflict Resolution

Technical Support Representative

IONOS Inc.

Feb 2021 - Sep 2021 (7 months)

Assisted customers with website migration, software settings, and setup issues. Troubleshot connectivity problems, data storage issues, and security concerns, providing solutions over the phone and via virtual private servers for hands-on support.

Software Configuration Connectivity Issues Data Storage Security Virtual Servers

Customer Care Specialist

Dreamscape Networks Inc.

Jun 2019 - Jan 2021 (1 year 7 months)

Delivered high-quality customer service via phone and email, assisting customers with account management and product information. Resolved technical and account-related concerns efficiently.

Customer Service Phone Support Email Support Account Management Technical Support Product

Customer Service Representative

Conduent

Jan 2019 - May 2019 (4 months)

Handled chat inquiries and complaints using predefined scripts and procedures. Prepared reports to track workload, response time, and quality metrics.

Chat Support Customer Service Script Adherence Reporting Quality

Technical Support Representative

1&1 Internet Philippines Inc.

Oct 2016 - Jan 2019 (2 years 3 months)

Assisted clients with website migration, hosting setup, and software configurations. Provided troubleshooting for network and security-related concerns.

Software Configuration Security Troubleshooting

Technical Support Representative

Convergys

Sep 2015 - Sep 2016 (1 year)

Resolved customer issues via email and phone support, guiding customers through system setups and troubleshooting steps. Diagnosed hardware/software faults and network issues.

Email Support Phone Support Troubleshooting

Education

Degrees, certifications, and relevant coursework

Cebu Technological University

Bachelor of Science, Information and Communication Technology

Studied Information and Communication Technology, focusing on various aspects of IT and communication systems. Gained foundational knowledge in web development, networking, and troubleshooting.