Pedro Monteiro
Remote
Summary
Experienced Remote Customer Support Specialist with over 3 years of expertise in providing email, chat, and phone support. Skilled in Zendesk, ServiceNow, and troubleshooting, committed to delivering top-tier customer service. Proven ability to optimize workflows, improve response times, and manage high-volume inquiries. Seeking a fully remote role to leverage technical and customer service expertise.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
HS Plus
08.2024 - 03.2025
- Provided multi-channel support (email and calls) to global customers, assisting with product inquiries, order management, and issue resolution.
- Handled incoming and outgoing calls, ensuring prompt and professional assistance.
- Utilized Zendesk to manage internal tickets, ensuring accurate documentation and timely resolution.
- Collaborated with global teams via Slack to enhance support workflows and improve service delivery.
Technical Support Specialist
Infosys BPM
07.2021 - 09.2024
- Provided remote technical support for accounts, applications, Delivered multi-channel technical support via phone, email, chat, and ServiceNow, ensuring seamless communication and issue resolution.
- Diagnosed and resolved issues across Windows, macOS, Android, iOS, and enterprise software while maintaining excellent customer satisfaction.
- Collaborated with Level 2 and engineering teams to streamline troubleshooting workflows, reducing ticket resolution times.
- Assisted in software deployment, account provisioning, and system configuration for enterprise clients.
- Created 30+ knowledge base articles, enhancing self-service options and reducing support requests.
- Supported cloud-based applications and enterprise tools, ensuring compliance with security and IT policies.
- Provided technical guidance for Microsoft 365, VPN connectivity, remote desktops, and SaaS applications to optimize user experience.
Event Coordinator
Freelance
07.2021 - 08.2024
- Organized and led multicultural events, international gatherings, and thematic dinners, bringing together diverse communities through cultural exchange, interactive activities, and global networking.
- Coordinated event logistics, including venue setup, social media promotion, and audience engagement.
- Developed interactive content such as quizzes, food tastings, and cultural showcases, fostering cross-cultural understanding.
- Collaborated with volunteers via WhatsApp and other communication tools to ensure seamless event execution
Education
Bachelor's - Tourism Management
Estoril Higher Institute
Lisbon, Portugal01-2017
Skills
- Customer Support Tools
- Zendesk
- ServiceNow
- CRM Systems Technical Skills & Support
- Remote Assistance
- Multi-Channel Support
- Ticket Management & SLA Adherence Collaboration & Communication Tools
- Slack
- Microsoft Teams
- Google Workspace
Accomplishments
Successfully facilitated high-value orders, including a €559.75 sale, through strong communication and negotiation skills.
Certification
- Full-Stack Web Developer, LinkedIn, 02/01/24
Languages
Portuguese
Native language
English
Upper intermediate
B2
Spanish
Intermediate
B1
French
Intermediate
B1
Timeline
Customer Support Specialist
HS Plus
08.2024 - 03.2025
Technical Support Specialist
Infosys BPM
07.2021 - 09.2024
Event Coordinator
Freelance
07.2021 - 08.2024
Bachelor's - Tourism Management
Estoril Higher Institute
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