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Walter Garcia

Walter Garcia

Customer Support Trainee

Followers of Walter Garcia9000 followers
location of Walter GarciaBrazil

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  • Timeline

  • About me

    Senior Support Engineer

  • Education

    • Contemporary Educational Complex

      1996 - 2006
      Elementary, Middle and High School

    • Rocketseat

      2019 - 2019
      BootCamp Software Development

    • Estácio

      2007 - 2010
      Bachelor of Technology - BTech Computer Networks and Telecommunications

  • Experience

    • State Tax Office

      May 2004 - May 2006
      Customer Support Trainee

    • IVIA

      Feb 2008 - Mar 2013
      Senior Customer Support

    • Algar Tech

      Mar 2014 - Jul 2014
      Customer Support Engineer

    • Municipal Health Department

      Sept 2014 - Nov 2016
      Senior Customer Support

    • Brazilian Army

      Jan 2017 - Jan 2019
      (Corporal) I.T Specialist

    • Thomas Greg & Sons

      May 2019 - Jun 2020
      Senior Customer Support

      Responsible for onboarding new customers and set up their accountsUsed Zendesk and Help Scout to troubleshoot 100+ requests per day from potential and existing customers via email, phone, and live chatResponsible for documenting each interaction and updating the knowledge baseTaught customers how to use products and services

    • Speak On Podcasts

      Feb 2021 - Oct 2021
      Booking Agent

      Research 1. Identify relevant podcast episodes and podcasts for clients to appear on 2. Effectively shortlist the most relevant podcasts to begin outreach withOutreach & Pitching 1. Craft personal and compelling email, video, and social media pitches to podcast hosts to obtain guest appearances for clients on their show 2. Every pitch was personalized to the show and the hostClient Management 1. Correspond with clients about new interviews booked for them, answer any questions they might have, and ensure the results we have guaranteed them 2. Correspond with hosts just as much as clients.Project Management & Reporting 1. Keep project management systems up to date (HubSpot/Trello/Google Sheets) in real-time to best track client deliverables 2. Ensure all tracking spreadsheets are updated for reporting purposes Show less

    • Infobip

      Sept 2021 - Feb 2022
      Customer Support Technician

      Speak fluently to clients, partners, colleagues, and engineering/dev teams alike in English all around the globe; Attending worldwide customers' inquiries; Providing technical information regarding all productsTroubleshooting all kinds of delivery/encoding issues; Assistance with HTTP API integration; Cooperation with suppliersExperience with CCaaS, PaaS, Flows, Chatbots. SaaS in generalEnsure SLAs for each specific customer in regard to support are upheld; Working on cross-team projects within the support department; Several account updates and adjustments Show less

    • Gupshup

      Feb 2022 - now

      Gupshup enables better customer engagement through conversational messaging. We are the leading conversational messaging platform, powering over 6 billion monthly messages. Across verticals, thousands of large and small businesses in emerging markets use Gupshup to build conversational experiences across marketing, sales, and support. Our carrier-grade platform provides a single messaging API for 30+ channels, a rich conversational experience-building tool kit for any use case, and a network of emerging market partnerships across messaging channels, device manufacturers, ISVs, and operators. Businesses have made conversations an integral part of their customer engagement success. Show less

      • L2 Support Engineer

        Dec 2023 - now

      • L1 Support Engineer

        Feb 2022 - now

  • Licenses & Certifications

    • EF Standard English Test Certificate

      EF Standard English Test (EF SET)
      Oct 2020
      View certificate certificate