Summary
Overview
Work History
Skills
Websites
Awards
Languagecompetencies
Timeline
Generic

Marcus Sobral

Austin,TX

Summary

Customer Support Specialist with 10+ years of experience in customer service and technical support within the technology sector. Fluent in Portuguese and English, I specialize in driving customer satisfaction, retention, and success by proactively addressing client needs and resolving complex issues. Known for my ability to build strong relationships, ensure seamless product adoption, and deliver impactful solutions, I am eager to leverage my technical expertise, communication skills, and customer-centric approach to contribute to the success of both clients and the organization.

Overview

12
12
years of professional experience

Work History

Product Support Specialist

SourceDay
10.2024 - Current
  • Increased knowledge base usage by creating detailed articles on common product issues and solutions.
  • Contributed to product development by sharing valuable customer feedback and insights with engineering teams.
  • Managed a high volume of support tickets, maintaining a consistent record of prompt resolution times.
  • Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.

Product support engineer (English/Portuguese)

Workiva
04.2024 - 10.2024
  • Providing support to customers: Technical and functional support to customers via phone, chat, and case management to resolve complex issues in both English and Portuguese
  • Technical Troubleshooting: Ability to urgently troubleshoot customer issues independently by utilizing application knowledge and self-guided research and to take steps to remediate or escalate the problem as needed
  • Cross-Functional Collaboration: Collaboration with Customer Success, Professional Services, Software Support Engineers, and all support tiers to solve intricate problems
  • Streamlined support processes for increased efficiency, leading to improved customer satisfaction rates.

Specialist Customer Support Representative

Blizzard Entertainment
04.2013 - 01.2024
  • Customer Support Excellence: Provided outstanding bilingual customer service in English and Portuguese, handling 45-60 technical inquiries daily through phone, chat, and email, with high CSAT scores and first contact resolution rates
  • Technical Troubleshooting: Delivered effective technical assistance for issues on Microsoft Windows and MacOS, ensuring users could seamlessly navigate and utilize platforms
  • Training and Coaching: Helped onboarding, training, and coaching of new employees, sharing best practices in customer service and technical support
  • Knowledge Base Contribution: Translated technical articles into Portuguese, enhancing the self-service resources for Portuguese-speaking users
  • Problem Identification and Resolution: Identified and documented bugs monthly across various platforms, contributing to the overall improvement of products
  • Cross-Functional Collaboration: Partnered with the Risk team in investigating account issues, utilizing JIRA for escalations, highlighting my ability to work effectively across different teams

Skills

  • G-suite
  • LivePerson
  • Slack
  • Salesforce
  • Zendesk
  • JIRA
  • Zoom
  • Tableau
  • Remote support
  • Telephone support

Awards

  • Acclaimed Warrior Award - Received for outstanding customer satisfaction scores, productivity, and first contact resolution.
  • Blizzard All-Stars - Awarded for exceptional teamwork and collaboration.
  • Customer Service Hero Award - Recognizing my dedication to customer service excellence.

Languagecompetencies

Native Language, fluent (speaking, reading, writing), intermediate (speaking, reading); basic (writing)

Timeline

Product Support Specialist

SourceDay
10.2024 - Current

Product support engineer (English/Portuguese)

Workiva
04.2024 - 10.2024

Specialist Customer Support Representative

Blizzard Entertainment
04.2013 - 01.2024

Similar Profiles

CREATE PROFILE
Marcus Sobral