Open to opportunities

endrio User

@endriouser

With over 10 years of experience and working with global team, providing technical and customer support in English across email, chat, and calls.

Brazil

Message

What I'm looking for

I'm looking to continue resolving complex customer and technical support issues in a global SaaS or CPaaS environment, using APIs, SQL, troubleshooting, documentation, and process improvements to strengthen customer experience.

I've supported global SaaS and CPaaS customers at Influx and ZENVIA, resolving high volumes of technical requests across email, chat, SMS traffic, APIs, databases, and account issues. At Influx, I resolved 80% of tickets within the target timeframe and helped reduce average response time by 30% through improved ticket management.

At ZENVIA, I investigated ticket patterns and root causes, reducing repeat issues by 75%, while troubleshooting REST and OpenAPI integrations, MySQL, PostgreSQL, Grafana logs, VoIP, SMPP, and Linux environments. I also create internal documentation that improves support processes and bring earlier experience supporting iOS, App Store, and iTunes Store customers at Teleperformance.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Influx

Jun 2021 - Apr 2026 (4 years 10 months)

Resolved 80% of support tickets within target timeframe via email and chat, providing customer service and technical support for CPaaS clients. Escalated complex queries to second level and maintained daily contact with English speakers.

Customer Support Technical Support Ticket Management Troubleshooting SMS CPaaS Email Support Chat

Technical Support Analyst

ZENVIA

Apr 2022 - Nov 2022 (7 months)

Provided skilled support for SMS channel for SaaS and CPaaS customers, analyzing ticket patterns to reduce repeat issues by 75%. Performed troubleshooting and probing analysis on APIs, database, Grafana, and log analysis.

Technical Support Troubleshooting Incident Management Root Cause Analysis SMS APIs MySQL PostgreSQL Grafana Linux FTP SFTP Postman Confluence

Customer Technical Support Analyst

Teleperformance

Nov 2015 - Jun 2018 (2 years 7 months)

Provided customer service and technical support for iOS devices, handling issues regarding purchases and subscriptions. Escalated cases to American Advanced Support and logged case notes in English.

Customer Support Technical Support Troubleshooting iOS app store ITunes Ticket Management