Jonatan Rajoy
Cochabamba
Summary
Results-driven Technical Support Leader with over 8 years of experience in customer service, technical support, and process optimization. Proficient in leveraging CRM tools like Zendesk, Salesforce, and HubSpot to enhance customer satisfaction and team efficiency. Adept at managing high-volume support operations, automating processes, and delivering data-driven insights. Committed to fostering strong client relationships and driving customer success.
Overview
8
8
years of professional experience
Work History
Payment Hardware Specialist
Quilt Software
Remote
06.2024 - Current
- Provide expert-level technical support for payment hardware systems.
- Collaborate with clients to ensure seamless integration and functionality.
- Develop documentation to streamline troubleshooting and support.
Technical Support Analyst
Google Cloud
Remote
05.2023 - 05.2024
- Delivered top-tier technical support, ensuring timely resolution of customer issues.
- Configured and optimized Zendesk CRM to enhance team efficiency.
- Identified automation opportunities, reducing manual tasks by 20%.
- Prepared detailed performance reports for stakeholders.
Technical Support Lead
UserWay.org
Remote
02.2021 - 05.2023
- Managed and led a team of technical support specialists, resolving escalations and optimizing workflows to enhance efficiency.
- Spearheaded support initiatives for South American partnerships, enhancing client relationships and streamlining collaboration processes to achieve consistently high satisfaction.
- Delivered high-quality technical support across multiple channels and trained new hires in technical and sales processes, ensuring team readiness.
Senior Technical Support Specialist
OneSimCard
Remote
04.2017 - 04.2021
- Delivered comprehensive technical support, specializing in network configurations and private APN setups.
- Introduced improved workflows and tools, enhancing team productivity and service quality.
- Onboarded and mentored new employees, fostering a collaborative and high-performing team culture.
Education
Computer Science and Engineering -
Universidad del Valle
BOSkills
- Debugging
- Technical solution analysis
- Hardware troubleshooting
- SLA management
- Documentation and reporting
- Ticket management
- Technical troubleshooting
- Remote support
- Technical operations optimization
- Customer de-escalation
- Hardware support
Websites
Languages
Spanish
First Language
English
Proficient (C2)
C2
Timeline
Payment Hardware Specialist
Quilt Software
06.2024 - Current
Technical Support Analyst
Google Cloud
05.2023 - 05.2024
Technical Support Lead
UserWay.org
02.2021 - 05.2023
Senior Technical Support Specialist
OneSimCard
04.2017 - 04.2021
Computer Science and Engineering -
Universidad del Valle
Similar Profiles
Alexandra MartinAlexandra Martin
Social Media Specialist at Temple Sew & QuiltSocial Media Specialist at Temple Sew & Quilt
Liz GubernatisLiz Gubernatis
Instructor, Producer, Senior Education and Video Manager at Missouri Star Quilt CompanyInstructor, Producer, Senior Education and Video Manager at Missouri Star Quilt Company
Gabriela Mejia ValenciaGabriela Mejia Valencia
Sales Fulfillment at Quilt Store and MoreSales Fulfillment at Quilt Store and More