Customer Support Specialist
- Location
- Brazil
- Rate, USD
- $18 / hour
- Work schedule
- Full Time, Contract, Part Time, Temporary,
- Language skills
- English, Portuguese
- Available for Hire
- Yes
About me
I am a Brazilian professional with a strong background in customer support, technical support, and network operations. My experience spans ERP support, IoT customer success, NOC/data center monitoring, and hands-on troubleshooting for enterprise and residential clients.
I have worked in roles where I needed to diagnose incidents quickly, document cases carefully, and keep service levels high. I am comfortable supporting users across Windows, Linux, printers, hardware, software, and network environments, and I have experience working with tools such as Salesforce and Intercom.
My career has also included network-focused responsibilities, including LAN, WAN, GPON, MPLS, OSPF, and GPON-related support. I have coordinated external technical teams, maintained operational records, and helped resolve connectivity and service issues for both internal teams and customers.
In addition to technical support, I have administrative experience, including reporting, document handling, data collection, and translation support. This combination of technical and administrative skills has helped me contribute effectively in fast-paced environments.
I am fluent in English and have used it in both professional and academic contexts, including translation and interpretation tasks. I also have formal education in IT and am currently pursuing Graphic Design studies.
I am looking for opportunities where I can continue helping customers, solving technical problems, and contributing to service quality and operational efficiency. I value teamwork, clear communication, and continuous learning.
Professional area
Education
- Concluded Aug 2017 IT Technician @ FUCAPI
Technical education focused on information technology.
- Expected 2027 Graphic Design @ Anhembi
Currently studying Graphic Design.
Experience
- Jul 2025 - Current Jr. Tech Support @ Olist
Provide technical and functional support for ERP systems, resolve first-level incidents, perform technical diagnostics and module parameterization, maintain case records in Salesforce, and support SLA and CSAT goals.
- Mar 2025 - Jul 2025 Customer Success Analyst @ Hilab
Provided technical support for partners using IoT point-of-care devices, generated reports from Intercom, collaborated with DevOps on firmware/software impacts, and resolved network issues affecting device functionality.
- Mar 2021 - Jan 2025 Network Analyst Jr. @ Grupo ClickIP
Diagnosed LAN, GPON, and WAN issues, coordinated external technical teams, maintained ERP records, supported enterprise and residential customers, and collaborated with customer support teams to troubleshoot network problems.
- Jun 2019 - Feb 2021 Support and Monitoring Assistant @ Raio Rastreadores de Veículos
Provided remote and in-person client support, handled account setup and training, logged queries, tested tracking technologies, supported stolen vehicle cases, configured and repaired GPS devices, and analyzed M2M network instabilities.
- Dec 2018 - Jan 2019 Local IT Support @ Tribunal de Contas da União – TCU-AM
Handled service requests for Windows, printers, software, and hardware, supervised the server room, managed help desk tickets, set up video conference workspaces, and supported contractors during IT maintenance.
- Dec 2017 - Jun 2018 Administrative Assistant III (HSE Administrator) @ Geokinetics Geophysical do Brasil LTDA
Collected workplace data, prepared daily and monthly reports, performed administrative tasks, and provided document translation and English interpretation during meetings and training.
- Aug 2015 - Aug 2017 Technical Support Staff (Internship) @ Tribunal Regional Eleitoral – TRE-AM
Provided technical support for Windows and Linux, troubleshot LAN issues, prepared daily activity reports, installed software, deployed biometric workstations, and repaired hardware.
- May 2012 - May 2014 Apprentice in the Administrative Area @ Amazonas Distribuidora de Energia SA – Managed by CIEE
Archived documents, requested project materials through Oracle, prepared spreadsheets, documents and emails, and organized project and document folders.
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