Support and Customer Service Analyst – Mid-level

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OZmap

WebsiteLinkedInAll Job Openings

11 - 50 employees

☁️ SaaS

📡 Telecommunications

🤝 B2B

SaaS • Telecommunications • B2B

OZmap is a SaaS platform that provides GIS-based mapping and management for fiber-optic (FTTH) and hybrid network infrastructures, tailored for internet service providers (ISPs). It centralizes georeferenced network documentation, planning, monitoring (including OTDR and switch integration), mobile field apps, and open APIs to streamline provisioning, reduce operational costs, and speed repairs. OZmap also offers data migration, integrations with CRMs/ERPs, dashboards, and tools for commercial viability checks to support network growth, M&A and day-to-day operations.

📋 Description

• 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

• 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

• 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.