Rhenant Tovilla
Cebu
Summary
Customer Support and Technical Support professional with 9+ years of experience delivering world-class support across SaaS platforms, workflow tools, web hosting, e-commerce, and integrations. Strong expertise in troubleshooting, customer education, and issue resolution through chat, email, phone, and screenshare. Known for calm, clear communication and effective handling of complex or high-volume cases.
Overview
11
11
years of professional experience
Work History
Customer Support Specialist
Karbon
04.2024 - Current
- Provided customer support through Intercom chat, email, phone, and Zoom screen-share. Resolved issues related to email syncing, Triage behavior, work items, automatons, client tasks, and integrations. Assisted with Shared Triage, aliases, and client portal access. Guided customers on workflows, time tracking, Resource Planning, and KPI/reports. Documented and escalated issues via Salesforce; collaborated with CSMs, Product, and Engineering.
- Full-time (Remote) Apr 2024 – Present
- 1 yr 9 mos
Technical Support Engineer
Yotpo
08.2021 - 03.2024
- Customized widgets to match site branding using HTML/CSS. Assisted with Shopify installation, setup, and integration of Yotpo apps (Reviews, Loyalty). Troubleshot product reviews, loyalty, and on-site widget issues. Worked with scripts and front-end display troubleshooting.
- Full-time (Remote) Aug 2021 – Mar 2024
- 2 yrs 8 mos
Subject Matter Expert
Dreamscape Networks
03.2020 - 07.2021
- Trained, coached, and supervised agents for service quality and technical troubleshooting. Provided assistance for escalations and high-priority cases. Monitored SLA, QA standards, and agent performance. Coordinated with internal teams for resolution of complex issues.
- Full-time Mar 2020 – Jul 2021
- 1 yr 5 mos
Technical Support Specialist (Chat)
Dreamscape Networks
12.2016 - 02.2020
- Resolved hosting, DNS, email, and website issues. Supported CMS platforms including WordPress, Joomla, and Magento. Handled backend troubleshooting: MySQL, DNS, FTP, SSH, and Linux servers. Managed high-volume tickets through Zendesk.
- Full-time Dec 2016 – Feb 2020
- 3 yrs 3 mos
Email Support Specialist (Amazon)
Teleperformance
03.2015 - 04.2016
- Delivered customer support and order assistance via email communications. Resolved account, billing, order status, and returns issues. Maintained customer satisfaction in a fast-paced support environment.
- Full-time Mar 2015 – Apr 2016
- 1 yr 2 mos
Education
Associate - Industrial Technology
Cebu Technological University
01.2009
Skills
- Web hosting
- DNS
- WordPress
- Project Management
- Customer Service
- Technical Support
- SaaS
- WHM/cPanel
- FTP
- Imap/SMTP
- Zendesk
- Salesforce
- Intercom
- Slack
- Teams
Timeline
Customer Support Specialist
Karbon
04.2024 - Current
Technical Support Engineer
Yotpo
08.2021 - 03.2024
Subject Matter Expert
Dreamscape Networks
03.2020 - 07.2021
Technical Support Specialist (Chat)
Dreamscape Networks
12.2016 - 02.2020
Email Support Specialist (Amazon)
Teleperformance
03.2015 - 04.2016
Associate - Industrial Technology
Cebu Technological University
links
https://www.linkedin.com/in/rhenant-tovilla-42177b1a5/