Alessandro Cristiano

Customer Support Team Lead @Ricksoft, Inc

London, GB

Provide technical and pre-sales support to customers, product teams, and marketing initiatives.Key Responsibilities- Lead the customer support team, overseeing the ticketing system and ensuring timely and accurate responses to customer inquiries within the assigned time zone- Act as the point of escalation for complex or critical customer incidents, collaborating closely with the team to ensure effective problem resolution- Maintain high service levels, resolve customer complaints, and address feedback promptly to ensure outstanding customer satisfaction- Stay up-to-date of product knowledge and continuously update skills to effectively support customers- Conduct product demos for pre-sales, partnership, and marketing-related events, showcasing the value and capabilities of our solutions- Facilitate remote training sessions for new support agents, ensuring seamless onboarding and proficiency in delivering top-tier support- Develop and curate technical documents including a knowledge base, FAQs, and best practices to empower both the team and customers.

CTE Parobé

Technician, Electrical, Electronic and Communications Engineering Technology/Technician

Senac-RS

Technologist, Computer Systems Analysis/Analyst

IGTI

DevOps Bootcamp, Information Technology

Pontifícia Universidade Católica do Rio Grande do Sul

Bachelor's degree, Computer Engineering