Rochen Ochia
Marilao
Summary
Dynamic Technical Support Specialist with a proven track record at Kajabi, excelling in technical troubleshooting and customer service. Expertly resolved complex issues while maintaining high customer satisfaction. Skilled in platform customization and billing management, I foster trust through clear communication and timely follow-ups, ensuring seamless user experiences.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Technical Support Specialist
Kajabi
Mandaluyong
02.2021 - Current
- Delivered expert troubleshooting—from routine questions to complex technical issues—ensuring prompt and accurate problem resolution.
- Maintained exceptional customer service standards, balancing technical proficiency with empathy and professionalism.
- Efficiently managed a high volume of inquiries, creating clarity and trust through clear communication and timely follow-ups
Customer Service Associate
TaskUs
Clark pampanga
10.2019 - 01.2021
Technical Support Representative
Convergys / Concentrix
Quezon City
09.2015 - 06.2019
- Transition Advocate (TA) (August, 2018 - June 2019)Assists Agents during transition period
Education
Bachelor of Science - Information And Communication Technology
Bulacan State University
Malolos Bulacan 06.2010 - 05.2014
Skills
Technical Troubleshooting & Platform Expertise
- Expertly troubleshot and resolved issues across Kajabi’s core tools—website builders, course and lesson creators, coaching modules, podcast hosting, community features, and analytics dashboards
- Provided seamless support for media handling—uploading and compressing video, audio, images, subtitles—ensuring optimal file compatibility and performance
Platform Customization & Configuration
- Guided users through customization of branding, navigation, CTAs, opt-in forms, countdown timers, blog setup, and theme updates for polished Kajabi sites
- Supported email marketing setups including broadcasts, sequences, custom domains (DNS, SSL, CNAME), and delivered troubleshooting to ensure high deliverability
Billing & Subscription Management
- Assisted customers with subscription-related issues—plan selections, coupon applications, cancellations, refunds—and resolved commission, payout, and partner program inquiries
Timeline
Technical Support Specialist
Kajabi
02.2021 - Current
Customer Service Associate
TaskUs
10.2019 - 01.2021
Technical Support Representative
Convergys / Concentrix
09.2015 - 06.2019
Bachelor of Science - Information And Communication Technology
Bulacan State University
06.2010 - 05.2014