Support and Customer Service Analyst – Mid-level

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Provide assistance to customers through platform chat, WhatsApp, and Google Meet meetings;

• Address inquiries related to various platform modules, including OZmap, OZmob, OZloc, OZconverter, and others;

• Demonstrate proficiency with internal documentation and knowledge-base articles;

• Conduct meetings with customers via Google Meet, especially for more intricate cases;

• Escalate issues and facilitate internal coordination with other teams;

• Undertake secondary tasks during periods of lower demand based on the employee's strengths and interests, such as translations, reporting, and other related activities.

⛳️ Requirements

• Proven experience in providing technical support within B2B SaaS environments;

• Familiarity with the OZmap system;

• Practical experience in telecommunications, particularly in fiber optic networks;

• Capability to investigate and diagnose technical issues prior to escalation;

• Experience with customer support and ticket management tools (such as Zendesk, Freshdesk, Jira, or similar);

• Background in documenting processes and maintaining support records;

• Understanding of GIS or geoprocessing;

• Basic proficiency in Spanish;

• Familiarity with Google Workspace (including Gmail, Drive, Docs, Meet, Calendar, and Forms);

• Intermediate proficiency in English for reading and writing (preferred);

• Experience with mapping platforms, telecommunications, or network infrastructure (preferred).

🏝️ 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 promote your continuous development;

• Birthday gift — because we enjoy celebrating together;

• Length-of-service recognition — your time with us is appreciated;

• Language-learning support — to help you transcend borders;

• TotalPass (employee-only access);

• ACATE & SESC membership — exclusive benefits;

• Online integration events and social gatherings.