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Marcos S.

Customer Support Specialist
Customer Support๐Ÿ‡ง๐Ÿ‡ท Rio de Janeiro5 years experienceAvailable now

About Marcos

Marcos handles frontline customer support across English, Portuguese and Spanish. He is methodical about first-contact resolution, writes macros that keep tone consistent across a team, and has a good instinct for which tickets need a human touch versus a fast template.

What Marcos does

Ticket resolutionLive chatEscalation handlingMacros & templatesCSAT improvement

Selected results

  • Lifted CSAT from 78% to 94% in two quarters
  • Cut average first-response time to under 12 minutes
  • Built a 60-macro library adopted by a 5-person support team

Tools

ZendeskIntercomHubSpotSlackShopify

At a glance

Service lineCustomer Support
Based in๐Ÿ‡ง๐Ÿ‡ท Rio de Janeiro
LanguagesPortuguese, English, Spanish
Experience5 years
Hours (ET)8:00 AM โ€“ 5:00 PM ET
Can startAvailable now

Request an interview

Free, no obligation. Weโ€™ll set up a call with Marcos โ€” usually within two business days.

Prefer to talk first? Call (518) 364-8925.

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