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jonathan Relatores

@jonathanrelatores

Product Support Specialist at CLOUDSTAFF PHILIPPINES INC, resolving product issues and maintaining 98% customer satisfaction.

Philippines

Message

At CLOUDSTAFF PHILIPPINES INC, I deliver Tier 1–2 technical and customer support to global users. I troubleshoot software, account access, configuration, and connectivity issues while maintaining a 98% customer satisfaction rating.

I investigate recurring product issues, document findings, and coordinate with Product, Development, and QA teams on escalations and fixes. I also create knowledge-base articles and troubleshooting guides to improve support consistency and customer self-service.

Previously, at SUPPORT NINJA INC. – MAKESPACE, I managed booking operations and analyzed booking trends. At IQOR PHILIPPINES INC., I handled delinquent accounts and worked with legal, compliance, and finance teams on disputed cases.

Experience

Work history, roles, and key accomplishments

Current

Product Support Specialist

Current

Cloudstaff Philippines Inc

Jun 2021 - Present (5 years 4 months)

Delivered Tier 1-2 technical and customer support to global users, troubleshooting software, account access, and connectivity issues while maintaining high customer satisfaction. Managed high-volume support requests and collaborated with cross-functional teams to improve product quality.

Technical Troubleshooting Customer Support Zendesk Jira Active Directory Remote Desktop Knowledge Base Documentation SLA Management Root Cause Analysis Cross Functional Collaboration

Booking Specialist

Support Ninja Inc. - Makespace

Jun 2019 - May 2021 (1 year 11 months)

Managed end-to-end booking operations including scheduling, modifications, and cancellations via phone, email, and live chat. Maintained high data accuracy and generated performance reports to support process improvements.

Customer Support Booking Management Data Accuracy Reporting Process Improvement Communication Skills

Collections Specialist

iQor Philippines Inc

Oct 2015 - Jun 2017 (1 year 8 months)

Managed delinquent accounts and negotiated payment arrangements in compliance with company policies and regulatory standards. Utilized skip tracing tools and collaborated with legal and finance teams to resolve disputes.

Collections Negotiation Skip tracing Compliance Client Communication Problem Solving