letik
Technical Support | Saa S | Web3 Enthusiast
Technical Support Analyst with experience in SaaS B2B platforms, user support, and troubleshooting. Skilled in resolving technical issues, guiding users, and documenting processes. Strong background in handling system errors, access management, and customer communication. Currently developing knowledge in Web3 technologies, including blockchain fundamentals and crypto wallets. Seeking opportunities in technical support or QA within Web3 projects.
Experience: 4 years
Yearly salary: $30,000
Hourly rate: $30
Nationality: 🇧🇷 Brazil
Residency: 🇧🇷 Brazil
Experience
Technical Support Analyst
IPM Sistemas 2022 - 2026
Provided technical support for SaaS platforms used in public administration, assisting users with system errors, access issues, and operational workflows. Managed and resolved support tickets following SLA standards, ensuring timely and effective issue resolution. Guided users in system usage, improving adoption and reducing recurring issues. Identified system bugs and reported them to the development team with detailed reproduction steps. Supported validation of fixes and system improvements (basic QA / regression testing). Documented technical procedures and user guidance materials.
Administrative Sector Head
Prefeitura Municipal de Alvorada 2019 - 2022
Managed administrative processes, documentation, and workflow organization. Conducted procurement processes, including supplier quotations and contract documentation. Ensured compliance with regulatory requirements and internal procedures. Supported data validation and process accuracy in internal systems. Acted as a communication bridge between departments to resolve operational issues.
Skills
analyst
customer-support
english