rand27

Provided technical support to customers worldwide through live chat, tickets, and email, with a primary focus on the Brazilian market. Troubleshot web hosting, WordPress, email, DNS, domains, and related technical issues while adapting solutions to customer needs. Identified customer needs and generated additional revenue opportunities through consultative upselling and product recommendations. Used Intercom, Jira, and Slack for customer communication, technical escalation, and cross-functional collaboration.

Supervised a team of 8 professionals in a 24/7 operation, ensuring accurate and timely handling of global payment-related issues. Verified and monitored international transactions and worked directly with payment providers to investigate and resolve discrepancies. Trained and onboarded team members on internal tools, payment procedures, and operational workflows. Oversaw customer support interactions through Zendesk while maintaining service quality and customer satisfaction standards.

Provided technical support for 66 retail stores across Paraiba, Ceara, Bahia, and Pernambuco, supporting both physical-store and e-commerce operations. Supported sales and order-processing workflows in Protheus and assisted users through chat, phone, and ticketing channels using Zendesk, Zoiper, and OTRS. Collected customer and internal-user feedback, documented recurring issues, and shared actionable insights with relevant teams. Contributed to the implementation of Agile practices and helped coordinate an outsourced L1/L2 technical support team.

Managed customer relationships across chat, email, and phone, supporting customers throughout the service lifecycle and coordinating requests with internal teams. Worked with customers and internal stakeholders to align service delivery, priorities, and operational needs. After completing a degree in Computer Science, took on IT coordination responsibilities, working with an assistant and an intern.