
Technical Support Associate
1 week ago
The Mobility Support Desk is the central hub for support, bridging the gap between clients and technology solutions.
We are seeking a skilled candidate to provide technical support for our SaaS product (Mobility Practice).
Key Responsibilities:- Handle multiple customer support activities, including calls, chats, emails, and tickets, to provide end-to-end support resolution.
- Interact with mobile phone carriers and other departments to resolve mobile service-related issues.
- Adhere to business rules and policies as dictated by joint operations documents.
- Ensure SLAs and KRs meet day-to-day and monthly targets.
Requirements:
- Able to speak Portuguese/Spanish and English fluently.
- Willingness to work in 24/7 rotational shifts.
- Highly organized with an appreciation for process and documentation.
- A team player who thrives in a kind and collaborative environment.
- Ability to quickly learn how to troubleshoot devices and step-by-step instructions.
- Identification, prioritization, and resolution of reported problems through various mediums and responsible for closure of requests within specified SLAs.
- Working closely with international telecom carriers/service providers to resolve customer requests and incidents.
Benefits:
- Flexible holiday policy.
- Hybrid working options.
- Life and medical insurance.
- Focus on skill development and reimbursement for certifications.
- WiFi and mobile bill reimbursement.
- Employee well-being activities.
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