Open to opportunities

Matheus Uchoa

@matheusuchoa

Customer Support Specialist turning complex issues into fast resolutions through empathy, triage, and Zendesk/Salesforce expertise.

Brazil

Message

What I'm looking for

I’m looking for a remote-first team where I can own customer outcomes end-to-end—triaging fast, improving knowledge and processes, and partnering with engineering on product fixes while growing deeper in cybersecurity and platform security.

I’m a Customer Support Specialist with 5+ years of experience resolving complex customer issues in high-volume, remote-first environments. I combine empathy, strong reasoning, and scenario-based communication to deliver consistent, high-quality outcomes.

In my most recent role, I handled 60–150 Zendesk tickets weekly while maintaining SLA compliance and strong customer satisfaction across chat, email, and video support. I reduced First Response Time by 92% (from 6 hours to 30 minutes) by designing a structured triage workflow in partnership with Technical Support and Zendesk operations.

I’m especially effective at improving how support teams work. I authored and maintained knowledge bases, built AI-driven onboarding guides and SOPs to reduce repetitive escalations, and escalated high-priority technical issues to engineering teams using JIRA, GitHub, and Slack.

Before this, I supported B2B global accounts and delivered technical/operational assistance across regions, contributing to a CSAT/PSAT score of 9.1 and 98% internal QA. Earlier, as a Technical Support Analyst, I solved VPN/VoIP/LAN-WAN and connectivity issues, documented troubleshooting steps and SOP/FAQ resources, and worked within ITIL-based workflows while also developing security awareness through cybersecurity training.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Nerdy Inc.

Jul 2025 - Mar 2026 (8 months)

Resolved 60–150 Zendesk tickets weekly across chat, email, and video while maintaining SLA compliance and high customer satisfaction. Reduced first response time by 92% (from 6 hours to 30 minutes) by implementing a triage workflow and authored AI-driven onboarding guides and scenario-based SOPs.

Zendesk SLA Management Root Cause Analysis Scenario Based Response Development Jira GitHub Slack

Support Specialist - B2B

Booking.com

Jul 2023 - Aug 2024 (1 year 1 month)

Delivered technical and operational support to B2B hospitality partners across EMEA, LATAM, and North America, achieving a CSAT/PSAT score of 9.1 and 98% internal QA scores. Mentored new agents, managed tickets in Salesforce/Confluence, and partnered with product and QA to document and escalate bugs and UX improvements.

Salesforce Confluence B2B Customer Support Ticketing Escalation Management Cross Functional Collaboration

Technical Support Analyst

NOS PT

Feb 2019 - Dec 2021 (2 years 10 months)

Provided network and broadband support, resolving VPN, VoIP, LAN/WAN, and remote desktop issues with clear, empathetic communication. Diagnosed connectivity problems using CLI-based troubleshooting (DNS conflicts and firewall/proxy settings), documented SOPs/FAQ resources, and followed ITIL-based workflows to improve first-contact resolution.

VPN Troubleshooting VoIP Support CLI LANs & WANs SOP Development

Education

Degrees, certifications, and relevant coursework

UniBF

Associate's Degree, Systems Development & Analysis

Associate's Degree in Systems Development & Analysis, expected completion in Jan 2026, with coursework covering algorithms, databases and SQL, software engineering, web development, Windows/Linux administration, and security principles.