Murilo Torres Email & Phone Number

Curitiba, Parana, Brazil

- Technical Support: Diagnose and resolve customer technical issues related to CPaaS products, utilizing internal tools and systems.- Incident Management: Log, track, and resolve incidents, ensuring customer satisfaction and adherence to SLAs.- Documentation: Develop and maintain up-to-date technical knowledge base, including articles, tutorials, and FAQs.- Training: Participate in trainings and workshops to enhance knowledge of Infobip products and technologies.- Communication: Interact with internal teams (development, engineering) and customers to ensure efficient problem resolution.- Continuous Improvement: Identify opportunities to improve processes and products, contributing to the optimization of technical support.

Curitiba

- Work as Team Leader of small team with daily goals. (10 people)- Attendance and support for Wireless Carriers installation projects (Claro, Tim, Vivo and Oi)- Daily Reports and monthly internal control- Elaboration and presentations of KPIs and Dashboards Results- Identify failures and problems in processes and plan continuous improvement- Site installation access control- Pre-installation design documents analysis (PPI, TSSR, QRF)- Logical handover of Technical documentation for customers- SingleRAN configuration and registration- Troubleshooting GSM, UMTS, LTE, 5G Mobile networks- Purchase orders analysis, check items and values for applications (Purchase Requisition)- Configuration and contract releases associated with the purchases orders.

Curitiba

- Provide first and second level service to international clients on large projects (T-Systems, Telefónica, AT&T, Verizon, Sprint)- Follow-up of priority cases via system, CRM, email and phone- Conduct online troubleshooting on live network to identify issues and plan improvements- Provide intermediary support between field staff and customers, escalating responsible areas- Act as responsible for customer satisfaction and worrying about solving the problem- Generate daily and monthly performance reports and KPIs.

Curitiba

- Create outage tickets (Trouble Tickets) of service failures or network degradation- High Priority Customers: Detect proactively (monitoring), or reactively (service/technical support)- Online troubleshooting issues (via phone or email)- Escalate LAN and Voice network partners to investigate problem- Diagnose failures on live network (Data, TX, VOIP)- Follow-up cases via phone- Escalate and intermediate issues for Level 2/3 support team and/or field team