Analista de Suporte e Atendimento Pleno
New
J
JobgetherTelecommunications SaaS
BrazilFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Basic Spanish proficiency.
- Required Skills
- JiraGoogle WorkspaceZendesk
Requirements
- Previous experience providing technical support for B2B SaaS products.
- Hands-on experience working with the OZmap platform.
- Practical knowledge of telecommunications, particularly fiber optic network infrastructure.
- Strong troubleshooting and problem-solving skills with the ability to investigate technical issues independently.
- Experience using customer support and ticket management platforms such as Zendesk, Freshdesk, Jira, or similar tools.
- Experience documenting processes, support procedures, and customer interactions.
- Knowledge of GIS or geoprocessing concepts.
- Basic Spanish proficiency.
- Familiarity with Google Workspace, including Gmail, Drive, Docs, Meet, Calendar, and Forms.
Responsibilities
- Deliver technical support to customers through chat, WhatsApp, and virtual meetings, ensuring a high-quality customer experience.
- Assist users with platform modules, including OZmap, OZmob, OZloc, OZconverter, and related solutions.
- Utilize internal documentation and knowledge bases to provide accurate guidance and resolve customer inquiries.
- Conduct Google Meet sessions to troubleshoot complex issues and provide personalized technical assistance.
- Investigate, diagnose, and resolve technical issues before escalating cases to specialized teams when necessary.
- Coordinate with internal stakeholders to ensure efficient issue resolution and seamless customer support.
- Contribute to additional operational activities during lower-demand periods, such as documentation updates, translations, reporting, and other support initiatives.
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