Élio Silva
Customer Support Advocate at Ortto- Claim this Profile
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Português Native or bilingual proficiency
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Inglês Professional working proficiency
Topline Score
Bio
Rui Oliveira
It was such a pleasure to take a few classes with Élio. He was always accommodating, kind, and motivated. We worked on many projects together, and he is very applied and aims for high-quality work. He's is hard-working, smart, has excellent communication skills, and is willing to help when you need it. Élio is the kind of person who does anything for the group’s benefit. A great colleague!
Marco Pereira de Oliveira
O Élio é um profissional exímio, autónomo e extremamente competente. Focado e dedicado, acrescenta valor em todos os projectos onde participa, sendo enérgico e resiliente às dificuldades. Procura sempre a complementaridade dos processos com o seu conhecimento, superando assim os objectivos propostos. Acredito que existirá sempre um crescimento intrínseco e uma busca constante no aperfeiçoamento profissional por parte do Élio.
Rui Oliveira
It was such a pleasure to take a few classes with Élio. He was always accommodating, kind, and motivated. We worked on many projects together, and he is very applied and aims for high-quality work. He's is hard-working, smart, has excellent communication skills, and is willing to help when you need it. Élio is the kind of person who does anything for the group’s benefit. A great colleague!
Marco Pereira de Oliveira
O Élio é um profissional exímio, autónomo e extremamente competente. Focado e dedicado, acrescenta valor em todos os projectos onde participa, sendo enérgico e resiliente às dificuldades. Procura sempre a complementaridade dos processos com o seu conhecimento, superando assim os objectivos propostos. Acredito que existirá sempre um crescimento intrínseco e uma busca constante no aperfeiçoamento profissional por parte do Élio.
Rui Oliveira
It was such a pleasure to take a few classes with Élio. He was always accommodating, kind, and motivated. We worked on many projects together, and he is very applied and aims for high-quality work. He's is hard-working, smart, has excellent communication skills, and is willing to help when you need it. Élio is the kind of person who does anything for the group’s benefit. A great colleague!
Marco Pereira de Oliveira
O Élio é um profissional exímio, autónomo e extremamente competente. Focado e dedicado, acrescenta valor em todos os projectos onde participa, sendo enérgico e resiliente às dificuldades. Procura sempre a complementaridade dos processos com o seu conhecimento, superando assim os objectivos propostos. Acredito que existirá sempre um crescimento intrínseco e uma busca constante no aperfeiçoamento profissional por parte do Élio.
Rui Oliveira
It was such a pleasure to take a few classes with Élio. He was always accommodating, kind, and motivated. We worked on many projects together, and he is very applied and aims for high-quality work. He's is hard-working, smart, has excellent communication skills, and is willing to help when you need it. Élio is the kind of person who does anything for the group’s benefit. A great colleague!
Marco Pereira de Oliveira
O Élio é um profissional exímio, autónomo e extremamente competente. Focado e dedicado, acrescenta valor em todos os projectos onde participa, sendo enérgico e resiliente às dificuldades. Procura sempre a complementaridade dos processos com o seu conhecimento, superando assim os objectivos propostos. Acredito que existirá sempre um crescimento intrínseco e uma busca constante no aperfeiçoamento profissional por parte do Élio.
Credentials
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Microsoft Office OneNote
GALILEU - Especialistas em FormaçãoJan, 2016- Nov, 2024 -
Ethical Hacking
CyberS3c.pt -
KCS v6 Fundamentals Certification
KCS Academy -
Supporting and Troubleshooting Windows 10
Rumos
Experience
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Ortto
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Australia
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IT Services and IT Consulting
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1 - 100 Employee
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Customer Support Advocate
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Jul 2022 - Present
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ActiveCampaign
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United States
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Software Development
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500 - 600 Employee
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Product Support Coach
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Sep 2020 - Jul 2022
- Provide on the floor support for Product Specialists by providing immediate feedback/training on process/procedural and product questions.- Provide mentoring and support to new hires post-onboarding (6 weeks+) and ensure that new hires develop the required job knowledge and competencies to work independently.- Handle escalated support inquiries.- Assist with team scheduling and intra-day queue management and adherence.- Assist with quality assurance reviews and team coaching.- Assist in the hiring process.- Assist in ongoing team training and development.- Create KB articles and how-to guides as needed.- Identify process improvements and potential solutions.- Assist management with special projects as needed. Show less
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Product Support Specialist
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Mar 2019 - Sep 2020
- Effectively resolve a high volume of customer inquiries via email, live chat, phone, and screen sharing from account issues to diagnosing complex software issues in an accurate and timely manner.- Monitor and respond to user-reported issues as well as infrastructure alerts promptly and professionally; ensure issues are tracked through to resolution.- Proactively identify improvements to the product, isolate and reproduce bugs and otherwise determine high-impact opportunities to enhance the customer experience- Formulate alternative or unique solutions based on best practices for technical scenarios to help clients achieve their goals and help them to utilize the platform.- Partner with development teams to drive stability, operational excellence, and a culture of efficiency.Compose thoughtful, personalized responses for a variety of customer requests Show less
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KPMG Portugal
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Business Consulting and Services
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700 & Above Employee
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IT Support Technician
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Mar 2017 - Mar 2019
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SAMECA - Produtos Químicos S.A.
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Portugal
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Chemical Manufacturing
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1 - 100 Employee
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IT Support Assistant
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Nov 2014 - Mar 2017
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Education
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2011 - 2014
Escola Secundária António Sérgio
12º Ano, Gestão e Programação Sistemas Informáticos -
Escola Marketing Digital
Digital marketing
Community
