HTML
Alder Javier Campoverde
Technical Customer Support
Quito
Summary
Results-oriented professional with a diverse background in the technology industry, specializing in customer success, technical support, and project management. Demonstrated expertise in providing exceptional support and guidance to clients in the digital content streaming sector. Skilled in understanding complex technical concepts, troubleshooting issues, and delivering tailored solutions to drive customer satisfaction and success. Proven ability to foster strong relationships with clients, collaborate with cross-functional teams, and manage multiple projects simultaneously. Seeking a challenging role where I can leverage my skills and experience to contribute to organizational growth and client success.
Overview
6
6
years of professional experience
1
1
Certification
5
5
Languages
Work History
Content & Support Manager
Freetour.com
04.2018 - 01.2019
- Managed and resolved tickets submitted by users, ensuring prompt and satisfactory resolution to their inquiries and issues.
- Responded to general user questions and concerns, providing clear and informative answers to enhance user satisfaction and retention.
- Oversaw the publication of new content for the company website, ensuring accuracy, relevance, and adherence to brand guidelines.
- Moderated changes to the website content, reviewing updates and edits to maintain consistency and quality.
- Collaborated with cross-functional teams, including content creators, developers, and designers, to coordinate content release schedules and optimize user experience.
- Utilized content management systems (CMS) to update and maintain website content, ensuring timely updates and accurate information.
- Analyzed user feedback and engagement metrics to identify opportunities for content improvement and optimization.
Account Manager
Freetour.com
01.2019 - 07.2019
- Acted as the primary point of contact for providers, addressing their inquiries, concerns, and account issues through calls, emails, and chats.
- Resolved provider issues promptly and effectively, identifying root causes and implementing appropriate solutions to ensure a positive customer experience.
- Collaborated with internal teams, including technical support and product development, to escalate and resolve complex account problems.
- Provided ongoing support and guidance to providers, assisting them with account-related tasks and optimizing their experience on the platform.
- Conducted regular check-ins with providers to assess satisfaction levels, gather feedback, and identify areas for improvement.
- Maintained accurate records of client interactions and issue resolutions using CRM software.
- Developed strong relationships with providers, fostering trust and loyalty through personalized support and attention to their needs.
Out-Reach Specialist
DataRobot
08.2019 - 01.2020
- Conducted in-depth learning of machine learning and AI concepts to understand the intricacies of the technology and its applications across various industries.
- Utilized acquired knowledge to identify key personas within target companies who could benefit from DataRobot's software solutions.
- Developed and executed outreach strategies to engage with identified personas through various channels, including email, phone calls, and social media platforms.
- Built strong relationships with potential clients, understanding their unique challenges and goals to tailor solutions that align with their needs.
- Collaborated with sales and marketing teams to coordinate outreach efforts and ensure a cohesive approach to client engagement.
- Provided ongoing support and guidance to clients throughout the engagement process, addressing any questions or concerns they may have and facilitating smooth onboarding.
- Stayed abreast of industry trends and market developments to continuously refine outreach strategies and improve engagement outcomes.
AI Evangelist
DataRobot
02.2020 - 03.2020
- Fostered strong relationships with potential clients, effectively communicating the value proposition of DataRobot's AI solutions and addressing any concerns or questions they may have.
- Collaborated closely with sales and marketing teams to align outreach efforts with overall business objectives and drive adoption of AI technologies.
- Stayed updated on industry trends and market developments to refine outreach strategies and ensure relevance and effectiveness.
- Unfortunately, the project was halted due to the COVID-19 pandemic in 2020, resulting in the cessation of activities.
Technical Support Tier II (Digital Producer)
SupportYourApp
04.2020 - 12.2021
- Provided Tier II technical support for clients using Applicaster's digital content streaming platform, Zapp, and associated plugins.
- Resolved escalated tickets that Tier I support team members were unable to resolve, demonstrating strong problem-solving skills and technical expertise.
- Conducted thorough troubleshooting and investigation of technical issues reported by clients across various platforms, including Android, Android TV, Apple TV, iOS, Fire TV, and Roku.
- Installed and configured apps on different platforms as per client requirements, ensuring smooth functionality and user experience.
- Analyzed logs and crash reports to identify the root cause of technical issues and implemented appropriate solutions, whether it involved configuration adjustments or escalation to the development team.
- Collaborated with cross-functional teams, including developers and product managers, to escalate and resolve complex technical issues in a timely manner.
- Maintained clear and detailed documentation of troubleshooting steps and solutions for future reference.
Technical Customer Succes
SupportYourApp
02.2021 - 03.2024
- Managed project apps for clients, overseeing the implementation of new features, updates, and versions according to their requirements and timelines.
- Conducted weekly calls with clients to address any issues, provide technical guidance, and discuss new features or enhancements they wanted to implement in their apps.
- Provided comprehensive training to clients on how to use the platform effectively, including guidance on creating screens, components, and layouts, as well as using plugins and feeds.
- Collaborated with clients' development teams to provide guidance on plugin usage, updates, and integration, ensuring smooth functionality and optimal performance.
- Assisted clients with external services, including app submission to various store platforms, push notifications integration using Firebase and Urban Airship, and integration of Google Analytics.
- Educated clients on the process of creating certificates for releasing apps to app stores or enabling notifications on Apple devices.
- Acted as a trusted advisor to clients, proactively identifying opportunities for improvement and providing recommendations to enhance their app experiences.
- Fostered strong relationships with clients, serving as the primary point of contact for all technical and support-related inquiries.
Education
Certificate - HTML5 App Development Fundamentals (HTML5/CSS/Java
Softserver IT Academy
Kyiv, Ukraine 05.2001 -
Bachelor of Science - Micro And Nano Electronics
National Polytechnic University of Lviv
Kyiv, Ukraine 05.2001 -
Skills
CRM Software
undefinedSoftware
CSS
JAVASCRIPT
Firebase
UrbanAirship
Zendesk,Freshdesk
Jira
Monday
Certification
HTML5 App Development Fundamentals (HTML5/CSS/JavaScript)
Timeline
Technical Customer Succes
SupportYourApp
02.2021 - 03.2024
Technical Support Tier II (Digital Producer)
SupportYourApp
04.2020 - 12.2021
AI Evangelist
DataRobot
02.2020 - 03.2020
Out-Reach Specialist
DataRobot
08.2019 - 01.2020
Account Manager
Freetour.com
01.2019 - 07.2019
Content & Support Manager
Freetour.com
04.2018 - 01.2019
HTML5 App Development Fundamentals (HTML5/CSS/JavaScript)
01-2018
Certificate - HTML5 App Development Fundamentals (HTML5/CSS/Java
Softserver IT Academy
05.2001 -
Bachelor of Science - Micro And Nano Electronics
National Polytechnic University of Lviv
05.2001 -
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