Michael Araya
@michaelaraya1
Help Desk Technician at Amazon, resolving Kindle Direct Publishing support issues with 95%+ CSAT.
Costa RicaWhat I'm looking for
At Amazon, I handle customer support issues for self-published authors using Kindle Direct Publishing, including account access and book formatting problems. I maintain 95%+ average CSAT while supporting customers by chat, email, and phone.
I use Salesforce CRM and Amazon's internal ticketing system to document and resolve incidents, applying structured troubleshooting and first-call resolution practices.
At Movate, I configured and troubleshot VoIP phones for business clients, addressing device setup, connectivity, and hardware compatibility issues. I achieved a 95% first-call resolution rate and collaborated with Tier 2 engineers on advanced failures.
I'm completing a Bachelor's in Computer Science at Tecnológico de Costa Rica and hold a Google Data Analytics Professional Certificate. I'm bilingual in Spanish and English.
Experience
Work history, roles, and key accomplishments
Handled 60+ daily customer interactions via chat, email, and phone, resolving payment disputes, RMA requests, book formatting issues, and account access problems for Kindle Direct Publishing authors. Maintained 95%+ CSAT and used Salesforce CRM and internal ticketing systems to document and resolve incidents.
Customer Service Representative
Movate
Aug 2022 - May 2024 (1 year 9 months)
Configured and troubleshot VoIP phones for 15-20 business clients per week, achieving a 95% first-call resolution rate and reducing ticket escalation by 15%. Collaborated with Tier 2 engineers and managed multi-channel support across voice, chat, and email.
Education
Degrees, certifications, and relevant coursework
Tecnológico de Costa Rica
Bachelor's Degree, Computer Science
2020 -
Pursuing a Bachelor's degree in Computer Science, currently in progress.
Professional Certificate, Data Analytics
Earned the Google Data Analytics Professional Certificate in December 2025.
Maven Analytics
Certificate, Analytics
Completed the Thinking Like an Analyst certification in September 2024.
Colegio Técnico Profesional Mario Quiros Sasso
Technical Degree, Technical Support
Graduated with a Technical Degree in Technical Support in 2021.
Colegio Técnico Profesional Mario Quiros Sasso
High School Diploma, General Studies
Completed high school education, graduating in 2021.
Tech stack
Software and tools used professionally
Availability
Location
Costa RicaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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