Eduardo Vinicius Marchetti Email & Phone Number

Joinville, Sc, Br

Joinville, Santa Catarina, Brasil

I work in customer service on the Fluig platform, analyzing and resolving situations that range from databases (MySQL, Oracle, and MSSQL) to analysis and guidance on best practices in the development of customizations for the platform in JavaScript and HTML. I also worked on the analysis of situations that occurred in integrations between the Fluig platform and numerous systems using the WS SOAP and Rest APIs.In the leadership role of the squad of one of the service teams, I participated in interviews, onboarding, and training of new peopleI acted so that the team was engaged and worked together in a remote environment where distancing was natural, but that this did not make the team less close and collaborative.I worked to operate a daily meeting format in the middle of the home office for the service analysts. This was so that customer service could maintain the best level of quality while also reducing impediments such as lack of knowledge or doubts in specific areas.In these daily meetings, new tickets from customers are first-time analyzed in pairs, and all possible issues are resolved, right from the first response to the customer, thus keeping the FCR and general SLA metrics within expectations.I have participated since the creation of the Parças project, which provides differentiated and specific onboarding for the tribe and squads. The squad members show the home office environment and introduce themselves in a welcome video that is sent to the new employee, along with the equipment and gifts. In addition, I define the Parça as a person who will accompany them side by side during the first months, answering all questions and making the onboarding a success.

Joinville, Santa Catarina

Joinville - Brazil

Provided support to national and international clients, with a focus on Spanish-speaking customers, for the S E Suite, specifically in the Document Management (ECM) modules and system configurations. Responsible for creating documentation for the knowledge base (KCS), which was made available to all support teams and clients.--Proporcioné soporte a clientes nacionales e internacionales, con un enfoque en hispanohablantes, para el S E Suite, específicamente en módulos de Gestión de Documentos (ECM) y configuraciones del sistema. Responsable de la creación de documentación para la base de conocimientos (KCS), disponible para todos los equipos de soporte y clientes.

Joinville E Região, Brasil

Suporte a clientes via Telefone e Chat:Atendimento técnico aos sistemas ERP e PDV Varejonline.

Joinville, Brazil

24/7 Support: Providing support outside business hours and on weekends.Key Account Support: Support for Neogrid Fiscal solutions, EDI, and Special Projects.Monitoring: Proactive support in identifying and correcting potential incidents in clients' processes and business rules.