Juliana Sofia Salgado Oliveira
Barcelona
Summary
Detail-oriented and multilingual Technical Product Support Specialist with 5+ years of experience in digital platforms, client support, and issue resolution within fast-paced tech environments. Currently supporting TikTok Ads systems, specializing in troubleshooting complex UI flows, business logic, and user configurations. Quick to learn and driven by problem-solving, I bring a user-first mindset that aligns naturally with UX, tech, and product-focused roles. Passionate about improving systems, user experiences, and operational workflows through empathy, precision, and clear communication.
Overview
7
7
years of professional experience
Work History
Technical Product Support
TikTok (via Atento)
Barcelona
07.2024 - 08.2025
- Handle complex internal support tickets related to TikTok Ads Manager, Business Center, and Creative Tools across +100 issue categories
- Resolve technical inquiries on campaign setup, ad delivery issues, business account permissions, data reporting, audience sharing, video tools, and more
- Provide Tier 1 support to internal clients using the Athena platform, with strict adherence to SLA timelines and accuracy
- Liaise between platform engineering and client-facing teams to clarify product behavior and identify system bugs or misconfigurations
- Ensure seamless user experiences by proactively spotting pain points in user flows, interface glitches, and account linking procedures
- Develop a strong grasp of internal systems logic, user hierarchy, creative asset tools, and automated advertising features, building transferable knowledge for product/UX strategy
Costumer Service
Webhelp (Concentrix)
Barcelona
04.2024 - 06.2024
- Handled escalated customer service issues professionally and courteously.
- Developed customer service protocols for welcoming guests.
- Provided customer service support to internal departments.
- Monitored incoming emails related to customer service issues.
- Managed customer service inquiries related to shipping issues.
Home Care Assistant
Service Plus
Saint Florentin
10.2021 - 03.2024
- Delivered in-home care services including childcare, elderly care, and household support
- Adapted communication and routines based on user needs, showing strong interpersonal and empathy-based problem-solving
- Balanced multiple tasks under time pressure while maintaining client satisfaction
Customer Contact Agent (Technical Support)
NOS
Rio Tinto
07.2018 - 12.2019
- Provided Level 1 support for mobile devices and network issues, handling high call volumes and ticket escalations
- Collaborated with team members to streamline service processes and improve efficiency.
- Guided users through logical troubleshooting processes for app, SIM, and connectivity issues
- Maintained accurate logs and resolved most issues within the first contact
Education
Bachelor of Arts -
AERT3
Rio Tinto , Portugal 01.2016 - 01/2019
Skills
- Troubleshooting Complex Systems
- Customer Experience & UX Awareness
- Attention to Detail
- Technical Documentation
- SLA Management
- CRM & Ticketing Tools (Athena, internal dashboards)
- Software: Microsoft Office, SAP, Smart Video, TikTok Business tools
Languages
English
Proficient
C2
French
Intermediate
B1
Spanish
Elementary
A2
Portuguese
Proficient
C2
Timeline
Technical Product Support
TikTok (via Atento)
07.2024 - 08.2025
Costumer Service
Webhelp (Concentrix)
04.2024 - 06.2024
Home Care Assistant
Service Plus
10.2021 - 03.2024
Customer Contact Agent (Technical Support)
NOS
07.2018 - 12.2019
Bachelor of Arts -
AERT3
01.2016 - 01/2019