Matheus Castro Email & Phone Number

Customer service for IRONSCALES partners and customers. The development and maintenance of a strong technical understanding of the electronic mail security platform in the leading IRONSCALES market. Resolving and monitoring clients' issues. High levels of customer satisfaction are maintained by prompt and efficient problem solving, quick response times, clear and regular communication, and a strong understanding of problem scaling. Updating and maintaining accurate data in KBs, Zendesk, and JIRA.

Responding to support requests for proprietary software. Representing Patronscan in a professional and courteous manner to clients. Providing end-user assistance for all incoming phone calls and following up with clients to ensure problems are resolved. Rapid problem response over the phone or remotely via AnyDesk. Remote software installation on the customer's premises. Process support tickets and assign relevant service resources as needed. Maintaining ownership of the service ticket throughout the support incident. Training new users on the software through online meetings. Responding to privacy disclosure demands from bar consumers. Providing data extracts for subpoenas. Understanding product options enables you to deliver relevant client solutions. Collaborating with key stakeholders and teams to stay current on new goods, services, and policies, as well as ensuring that documentation is accurate and current.

Advising clients on how to use Albato. Setting up paying client integrations. Assistance in establishing customer integrations. Searching for and eliminating faults in client integrations. Receiving incoming calls from clients and making outbound calls to them about the operation of the program. Collect and organize client information for modernization proposals. Collection and generalization of data on common sets of services that clients frequently connect and use.

Attends to and resolves basic incidents and requests; logs all incidents and requests;consults other service desk resources or appropriate service resources to resolveincidents beyond the scope of their skills or responsibilities. Analyzes and resolvesincidents and inquiries regarding use of application software or hardware. Logs andtracks incidents and requests from identification to resolution. Coordinates with othersupport staff (service resources) involved in the resolution to ensure incidents areresolved, requests are handled, and communication with the customer is completed.Documents resolutions and updates self-help and employee knowledge bases.Adheres to the Code of Conduct and Mission and Values statements. Create a positivecustomer experience and build strong relationships by developing a deepunderstanding of issues, ensuring timely resolution or escalation, promptlycommunicating progress, and treating customers with a highly professional attitude.Ensures an end-to-end customer experience and serves as the customer's sole point ofcontact. Grows general knowledge of current corporate, division, and facility-specificproducts, increasing the ability to resolve requests on the first contact. Maintains andsafeguards confidentiality in all aspects of patient care and employee information.Performs other duties as assigned. For logging events and requests, use theappropriate CTI categories.

Responsible for providing support for Confluence Cloud and Atlassian Access productsin the AMER geo, as well as covering critical issues from other timezones (EMEA andAPAC) as necessary, and working on issues of medium, high, and critical complexity.Handles customer and internal escalations of other engineers who may become stucktroubleshooting issues. Increase new product recruits under the team's umbrella,escalate tickets to the development team as needed, and aid other employees withtheir own career progression. Generation of reports using SQL. Use of Rest APIs tohelp troubleshooting. Tests via Linux environments. Participation in several customercalls, understanding their issues or needs and providing the best experience.Configuration and use of dockers. Work in a cloud environment, use databases, andaddress browser and front-end issues. Creation of KBs to help other team members infuture situations.

Technical assistance to ensure the high performance and availability of the client'splatforms (web and applications), as well as user orientation and training as required.Support for mobile web apps, where numerous mobile web development talents wererequired. Attending customer requests, registering and resolving issues via the variouschannels (ticketing system/email/phone/WhatsApp). Service to end users using AzureDevOps applications. Application deployment and testing, billing administration, and IPwhitelisting are all available. Support for tickets relating to DevOps apps. Supportsservice requests in a timely and efficient manner, ensuring customer satisfaction.Interaction with other analysts for the purposes of request resolution, treatment, andmonitoring.

L1 (local and remote) support for network, hardware, and software. Installing,configuring, and updating operating systems and software. Opening and answering ofsupport tickets. installation of printers assigned into the network.

Industrial automation system design and implementation using IoT concepts, remotemonitoring, development, and embedded systems. Implementation of intelligent automaticcontrollers aimed at reducing losses and increasing energy efficiency in water distributionsystems.

Postgraduate Degree, Defensive Cyber Security - Blue Team Operations

Postgraduate Degree, Software Engineering

Bachelor'S Degree, Information Systems

Associate'S Degree, Internet Computing