Vicente - Technical Support Specialist with 5+ years in Cloud and Customer Service

Provided premium support and resolved escalations for customers across multiple communication channels.

Resolved complex issues related to data analysis tools and collaborated with teams to identify root causes.

Trained new team members, created educational materials, and supported continuous learning.

Experienced with G Suite, Salesforce, and SQL, applying these skills to support customer needs and internal workflows.

Worked across departments to cross-reference data sources and coordinate solutions.

Assisted premium customers with complex queries and troubleshooting regarding data analysis (Bigquery, SQL, data pipelines)., Aided customers with extremely urgent cases by engaging with them live via call and, if necessary, providing consistent updates until a resolution was achieved., Resolved complex cases by using internal tools, external documentation, coordinating with subject matter experts and implementing hypothesized solutions in test environments., Cooperated with different teams to successfully pinpoint root causes of issues in order to provide preventative measures., Supported customers that embraced new products and services, ensuring they received the same quality of support as with legacy products.

Guided agents with resolving complex cases, understanding new and existing processes or changes to existing ones., Trained new team members and created job aids and presentations to assist in that development., Resolved escalations by focusing on customer´s needs to offer out-of-the-box solutions., Streamlined technical information to agents, compartmentalizing it to make it manageable and holistic., Engaged teams across departments with cases that required to cross-reference data from different sources.

Assisted customers, over the phone and chat, regarding queries of the service, usage and resolving billing discrepancies., Provided premium support to large accounts through email: generated reports, streamlined customer´s accounts and rightsized data packages., Took ownership of customer´s requests and ensured one call/chat resolution.