💼 My Journey in Technical Support

👨‍💻 Name: Kim Kzergio Malonzo
📍 Location: San Simon, Pampanga, Philippines
💼 Expertise: Technical Support | SaaS Troubleshooting | Customer Service

🔹 Summary

Results-driven Technical Support Representative with nearly four years of experience specializing in troubleshooting and customer success. Adept at resolving complex issues while ensuring seamless user experiences through structured communication and analytical problem-solving.

🔹 Skills & Tools

✔ Technical Troubleshooting & Bug Tracking (Zendesk, Jira) ✔ Customer Support & SaaS Operations
✔ Process Optimization & Documentation
✔ Data Analysis & CRM Management
✔ Effective Communication & Problem-Solving

🔹 Experience

Exacot Limited Technical Support Representative (Jan 2023 - Apr 2025)
📌 Resolved SaaS-related technical and customer inquiries using Zendesk
📌 Tracked and tested bug reports, ensuring timely resolutions
📌 Managed customer records, updates, and workflow efficiency

TopData Global IT Solutions Technical Support Representative (Oct 2021 - Jan 2023)
📌 Diagnosed and documented technical issues, closing the loop with customers
📌 Processed refunds and handled billing concerns with precision
📌 Created troubleshooting guides to streamline support efforts

🔹 Certifications

🎓 WordPress: Ecommerce – LinkedIn (Issued Apr 2025)


🎓 Learning Shopify – LinkedIn (Issued Apr 2025)

🎓Essential New Skills in Customer Support – LinkedIn (Issued Apr 2025)

🚀 What’s Next?

I am continuously refining my expertise in e-commerce tools, automation, and structured support processes. Let’s connect and explore ways to improve customer experiences and tech workflows