Reinaldo Moutinho
I’m an IT professional motivated by solving real world challenges for singular Meta Verified subscribers, creators, and business. | Linux| Mac| Windows| Product Design| Trilingual |International Business Development
- Role
- Product Support Specialist (L1) at Meta
- Location
- Atlanta, GA, US
- LinkedIn followers
- 500 followers
About Reinaldo Moutinho
Trilingual Product Design Co-Founder, seeking a full-time role in Technical Support and…
Experience
Product Support Specialist (L1)
Jul 2024 — Present
Provide technical and account support for Meta Verified customers across multiple communication channels- Troubleshoot and resolve complex product and billing issues to ensure timely resolution and high customer satisfaction- Consistently achieve top Customer Satisfaction (CSAT) scores through efficient, empathetic, and solution-oriented service- Collaborate with global product managers to analyze customer feedback and identify opportunities for product enhancements- Document and escalate recurring product bugs, feature requests, and usability issues to cross-functional teams- Develop and update internal knowledge base resources to improve case handling efficiency and accuracy- Monitor and report emerging customer trends and technical issues to inform product team decision-making- Participate in global product sync meetings to stay aligned on new releases, policy updates, and performance goals- Train and mentor new hires on support tools, policies, and workflows to maintain consistent service quality- Facilitate onboarding sessions and provide performance feedback to help new specialists meet KPIs- Conduct root cause analysis of recurring issues and recommend process improvements to enhance support operations- Contribute to continuous improvement initiatives focused on elevating the Meta Verified customer experience.
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