Support Analyst providing first - level assistance to business areas using Jira. Engaging with critical systems that account for significant revenue in a hybrid role in São Paulo.
About the role
- Technical Support Engineer providing first line customer support for ORBCOMM’s IoT products. Troubleshooting technical issues via phone, email, and Salesforce in a dynamic support environment.
Responsibilities
- Serve as the first point of contact for customers, providing technical support for ORBCOMM’s product suite via phone, email, and Salesforce.
- Log and track customer issues, ensuring timely updates and resolution.
- Collaborate with Tier 2 teams to escalate and analyze more complex issues as needed.
- Coordinate with internal teams such as Engineering (Tier 3 – Software/Hardware), QA, and Order Management to ensure accurate and effective problem-solving.
- Maintain detailed documentation for all customer interactions and resolutions.
Requirements
- Experience with international inbound calling. (Required)
- Strong verbal and written communication skills in English. (Required)
- Ability to work both independently and as part of a collaborative team.
- Good troubleshooting skills and logical thinking.
- Comfortable handling international phone calls and willing to work in a 24/7 environment, primarily during night shifts.
- Proficiency in Microsoft Office Suite.
- A passion for learning new technologies and product lines.
- A team-first attitude and strong work ethic.
- A Bachelor’s degree (preferred, but not mandatory).
- Reliable transportation and willingness to commute independently. (Required)
- Preferred: Access to a desktop or laptop with a reliable high-speed internet (Wi-Fi) connection.
Benefits
- Flexible hybrid work schedule
- Learning opportunities
- Career growth
- Chance to work with leading-edge technologies
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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