Support and Customer Service Analyst – Mid-level

OZmap

Technical Support Analyst providing customer support via chat, WhatsApp, and Google Meet for telecom products. Ensuring customer satisfaction and resolving issues related to fiber optic networks.

Posted 7/25/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSenior💰 R$3,500 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Proficient in providing technical support in B2B SaaS environments, with hands-on experience in telecommunications and fiber optic networks. Capable of investigating technical issues, documenting processes, and utilizing customer support tools effectively.

Highest-signal resume keywords

Technical Support ExperienceOZmap System ProficiencyTelecommunications KnowledgeCustomer Support Tools ExperienceGIS Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportIssue InvestigationProcess DocumentationFiber Optic NetworksMapping Platforms

Soft Skills

Customer CommunicationProblem-SolvingCollaboration

Tools & Technologies

ZendeskFreshdeskJiraGoogle Workspace

Industry Keywords

B2B SaaSTelecommunicationsGeoprocessingNetwork Infrastructure

About the role

Key responsibilities & impact

Assist customers via the platform chat, WhatsApp, and Google Meet meetings;
Respond to inquiries related to platform modules such as OZmap, OZmob, OZloc, OZconverter, and others;
Be proficient with internal documentation and knowledge-base articles;
Conduct meetings with customers via Google Meet, especially for more complex cases;
Escalate issues and coordinate internal alignments with other teams;
Perform secondary tasks during lower-demand periods according to the employee's strengths and interests, such as translations, reporting, and related activities.

Requirements

What you’ll need

Experience providing technical support in B2B SaaS environments;
Experience with the OZmap system;
Hands-on experience in telecommunications, specifically in fiber optic networks;
Ability to investigate and diagnose technical issues before performing escalations;
Experience with customer support and ticket management tools (Zendesk, Freshdesk, Jira, or similar);
Experience documenting processes and support records;
Knowledge of GIS or geoprocessing;
Basic Spanish;
Knowledge of Google Workspace (Gmail, Drive, Docs, Meet, Calendar, and Forms);
Intermediate English for reading and writing (advantageous);
Experience with mapping platforms, telecommunications, or network infrastructure (advantageous).

Benefits

Comp & perks

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 support your continuous development;
Birthday gift — because we like to celebrate together;
Length-of-service recognition — your time with us is valued;
Language-learning support — to help you go beyond borders;
TotalPass (employee-only access);
ACATE & SESC membership — exclusive benefits;
Online integration events and social gatherings.