Support and Customer Service Analyst – Mid-level
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Job Description
Technical Support Analyst providing customer support via chat, WhatsApp, and Google Meet for telecom products. Ensuring customer satisfaction and resolving issues related to fiber optic networks.
Responsibilities:
- Assist customers via the platform chat, WhatsApp, and Google Meet meetings;
- Respond to inquiries related to platform modules such as OZmap, OZmob, OZloc, OZconverter, and others;
- Be proficient with internal documentation and knowledge-base articles;
- Conduct meetings with customers via Google Meet, especially for more complex cases;
- Escalate issues and coordinate internal alignments with other teams;
- Perform secondary tasks during lower-demand periods according to the employee's strengths and interests, such as translations, reporting, and related activities.
Requirements:
- Experience providing technical support in B2B SaaS environments;
- Experience with the OZmap system;
- Hands-on experience in telecommunications, specifically in fiber optic networks;
- Ability to investigate and diagnose technical issues before performing escalations;
- Experience with customer support and ticket management tools (Zendesk, Freshdesk, Jira, or similar);
- Experience documenting processes and support records;
- Knowledge of GIS or geoprocessing;
- Basic Spanish;
- Knowledge of Google Workspace (Gmail, Drive, Docs, Meet, Calendar, and Forms);
- Intermediate English for reading and writing (advantageous);
- Experience with mapping platforms, telecommunications, or network infrastructure (advantageous).
Benefits:
- Meal/Food Allowance (VA/VR): R$700 loaded on a Flash card — full freedom of choice;
- Equipment allowance — to ensure a comfortable work setup;
- Health and Dental plan (Bradesco);
- Education support — we support your continuous development;
- Birthday gift — because we like to celebrate together;
- Length-of-service recognition — your time with us is valued;
- Language-learning support — to help you go beyond borders;
- TotalPass (employee-only access);
- ACATE & SESC membership — exclusive benefits;
- Online integration events and social gatherings.
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