Analista de Suporte e Atendimento Pleno in Brazil, Indiana at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Analista de Suporte e Atendimento Pleno based in Brazil.

Join a customer-focused technology team dedicated to delivering exceptional support for innovative SaaS solutions serving the telecommunications industry. In this role, you will work closely with clients, helping them maximize the value of products designed for fiber optic network management while resolving technical questions with efficiency and professionalism. You will collaborate with cross-functional teams, contribute to continuous service improvements, and play a key role in ensuring customer satisfaction. This is an excellent opportunity for professionals who enjoy combining technical expertise with outstanding communication in a collaborative and fast-paced environment.

• 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.

• 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.
• Intermediate English reading and writing skills are considered a plus.
• Experience with mapping, telecommunications, or network infrastructure platforms is an advantage.
• Excellent communication, organization, analytical thinking, teamwork, and a strong commitment to continuous learning.

• VA/VR allowance of R$700 through the Flash benefits card.
• Equipment allowance to support a comfortable remote work setup.
• Bradesco medical and dental insurance.
• Educational assistance and continuous learning support.
• Birthday gift.
• Recognition program for length of service.
• Language learning incentive.
• TotalPass membership.
• ACATE and SESC partnership benefits.
• Online integration events and team celebrations.