Technical Support Analyst - English Summary

During my five years in customer service, I honed my skills in understanding client needs and delivering exceptional support. This experience has not only equipped me with in-depth knowledge of various customer service scenarios but has also sharpened my ability to adapt and thrive in dynamic and challenging environments. I have cultivated a strong sense of empathy and patience, allowing me to connect with customers on a personal level and resolve their issues effectively. These years have been instrumental in shaping my problem-solving abilities and enhancing my communication skills, making me well-prepared for any future endeavors in customer service or related fields.

Language Proficiency

• Fluent English
• Native Portuguese

Technical support Responsibilities:

• Customer service via phone and ticket (Axios-Assyst platform)
• Solving micro informatics problems, such as Questions about the operation of applications and installation of programs, and general questions
• Ticket filtering and escalation according to the severity of the problem presented

Technologies and tools:

Axios-Assyst platform, ITSM, Microsoft Office, Operational System Windows

Technical support Responsibilities:

• Customer service answering questions about the financial market and resolving calls via phone, ticket, and messaging apps.
• Responsible for providing technical support within the company's facilities, installing hardware and software, networks, and cabling.
• Software installation, formatting, hardware maintenance, and wireless network.
• Resolution of calls on the brokerage platform (crypto active), in conjunction with the programming team.

Technologies and tools:

ITSM, Microsoft Office, Operational System Windows