Sergio Martinez

Technical Product Support Specialist @Atento

Miramar, FL, US

As a Technical Product Support Specialist, I provide cross-functional support focused on business technology enablement, user interface functionality, and platform performance. I ensure seamless operations and an excellent client experience across digital tools and enterprise platforms used by global teams.I specialize in diagnosing technical issues by combining analytical thinking, platform fluency, and close collaboration with product, engineering, and client-facing teams. My role centers on supporting users in navigating business platforms efficiently, resolving UI-related concerns, and enhancing platform usability and adoption.Key Responsibilities & Achievements:Guide users and clients in the effective use of digital business platforms, with a strong focus on interface behavior, accessibility, and workflow optimization.Investigate technical concerns by analyzing system logs, case data, and platform diagnostics to reduce resolution time and improve system responsiveness.Ensure platform stability by identifying and escalating usability or configuration issues that affect campaign delivery, user access, or performance.Develop and maintain internal technical documentation to support knowledge sharing, product alignment, and scalable solutions across teams.Communicate updates and solutions to clients with clarity and speed, helping achieve high customer satisfaction scores and low ticket reopen rates.Handle high-volume technical support requests through chat and email channels, providing tailored, feasible solutions based on platform capabilities.Contribute to training materials and platform-specific troubleshooting guides, helping close knowledge gaps and empower users.Serve as a bridge between support, engineering, and operations teams to ensure alignment, timely escalations, and effective platform use across departments.

Colombo arabe

High School

IAB Spain Formación

Associate's degree

Universidad de la costa - CUC

Grado

Fundación BiiA: Business & Innovation Institute of America

Mercadeo y publicidad

Southern New Hampshire University

Associate's degree