Amauri Cristóbal

I’m a Results-oriented support professional with 6+ years of experience navigating the WordPress ecosystem and SaaS environments (BigCommerce). I specialize in blending disciplined troubleshooting with creative adaptability, leveraging asynchronous video tools (Loom) and AI to streamline workflows and improve First Contact Resolution (FCR).

In my BigCommerce role as a Remote Technical Support Specialist (Tier 2), I provide Tier 1 & 2 support for e-commerce merchants—troubleshooting API integrations, DNS configurations, SSL installation, and Payment Gateways. I also translate complex technical concepts into clear, actionable solutions, reducing back-and-forth emails through Loom-based async video responses. Beyond support, I identify upselling opportunities by analyzing merchant growth metrics and collaborate with engineering teams to analyze system behaviors, document bugs, and advocate for feature requests.

Before that, I worked at TELEPERFORMANCE (Client: WESTERN UNION) supporting high-stakes financial inquiries and transaction disputes while consistently maintaining high Customer Satisfaction (CSAT). I de-escalate conflict with empathy, guide users through app/web platform features, and handle sensitive personal data with strict confidentiality. Since 2018, I’ve also been an Independent WordPress Consultant managing hosting configurations, SSL certificate renewals, and email troubleshooting to help clients reach 99.9% uptime—grounded in my passion for Web Accessibility and driving product adoption.