Eduardo Lariz
Bastrop,TX
Summary
Customer Support Specialist at SpaceX – Starlink, fluent in English and Spanish, with a 90%+ resolution rate and a strong focus on troubleshooting hardware and service issues. Awarded the Stellar Customer Service Award for top performance. Trained in global billing processes, including LATAM, and supported the Fraud and Risk team in identifying scams and improving workflows.
Overview
3
3
years of professional experience
Work History
Technical Customer Support Specialist
SpaceX- Starlink
Bastrop, TX
09.2024 - Current
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Educated customers on Starlink’s features, performance optimization, and service updates to enhance user experience.
- Cross-trained in billing and fraud operations across LATAM markets, documenting cases for reporting and process improvement. Partnered with the Fraud and Risk team to detect reseller scams and ensure appropriate case resolution.
- Consistently maintained an above-average Customer Satisfaction (CSAT) score of 4.5/5 with a 90% resolution rate, while averaging a 10 (MPI) — demonstrating exceptional service quality, communication, and efficiency in resolving customer issues.
- Partnered with Enterprise, Engineering, and Management departments on cross-functional projects to identify and deliver effective solutions that improved the customer experience.
- Collaborated with process planners to update internal resources, ensuring accurate information was provided to customers; worked cross-functionally with various teams using platforms such as Metabase.
Amazon Team Lead/Customer Support
Amazon
Pflugerville, TX
09.2022 - 07.2025
- Exhibited high standards of professionalism in phone and chat-based customer support.
- Contributed to goal-setting process to enhance team performance.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high
- standard.
- Worked with multiple departments to create strategies tailored to customer expectations.
- Resolved error codes and shipment discrepancies using designated computer systems.
Education
High School Diploma -
Bastrop High School
Bastrop, TX05.2022
Skills
- Hardware Diagnostics & Troubleshooting
Technical Issue Analysis & Resolution - Expert Customer Support via Phone, Chat, and Online Platforms
- Award-Winning Customer Service (Recipient of Starlink’s Stellar Customer Service Award)
- Remote Desktop & Online Call Support
Account Management & Administration - Bilingual: Fluent in English and Spanish
- Strong Analytical & Critical Thinking Skills
- Familiar with data tools including Metabase, Power BI, and internal AI-based tools
Timeline
Technical Customer Support Specialist
SpaceX- Starlink
09.2024 - Current
Amazon Team Lead/Customer Support
Amazon
09.2022 - 07.2025
High School Diploma -
Bastrop High School