João Gabriel Ataides Email & Phone Number

Porto Alegre, Rs, Br

Porto Alegre, Rio Grande Do Sul, Brasil

São Leopoldo, Rio Grande Do Sul, Brasil

- Service Level Agreement (SLA) Management: Skilled in managing and maintaining SLAs to ensure that service level targets are met or exceeded.- Ticket Handling: Experienced in handling and resolving technical issues efficiently and effectively, minimizing disruption to business operations.- Multichannel Support: Proficient in providing support via various channels such as chat, email, phone, and screen sharing to ensure that customers receive the help they need in the most convenient way.- Knowledge Base Article Creation: Experienced in creating and maintaining a knowledge base of articles that provide customers with quick and easy solutions to common issues.- JIRA Requests: Creation of requests to internally escalate tickets.- Internal escalations handling.- Onboarding project.

- Ticket handling;- Creation of Knowledge Basic Articles;- Manage SLA;- Support via Phone/E-mail; - Make use of big data analysis tools(e.g.: Splunk) to monitor application's performance;

- Support customers with NetSuite initial setup- Manage of SLA's on the incidents queue- Creation of Knowledge Articles