Job
Support Technician - Regional Customer Support Brazil

Brasil, Rio De Janeiro – Shift work – Apply before 20.09.24 Technical Support is a valuable part of our Regional Customer Support (RCS) organization. The Brazil team report to the RCS Manager, based in Houston, Texas. This is an opportunity to join a global market leader in a growing technology field.
Your Mission
As Technical Support you will deliver fast and professional support for maritime communication systems on board client vessels:

• You are the first point of contact for support requests from Marlink customers.
• You will resolve support tickets according to customers SLA and expectations.
• You are expected to take an active role in the daily RCS workload.

Main Tasks

• Perform end user support over the phone, email or remote management & control channels.
• Handle all requests received in a prompt and professional manner.
• Qualify and log requests in the Marlink ticketing system.
• Analyze requests and complaints, performing first level diagnostics and applying standard solutions.
• When standard solutions cannot be applied, forward requests to the specialized second line service team.
• Document all work related to requests in the Marlink ticketing system.
• Work closely with other functions in the wider maritime and support organisation.
• Keep the customer informed about the status of open support tickets.

Attitude & Interpersonal skills
You must have customer support mindset and a desire to delivery fast professional service. You are:

• Able to set priorities and work under pressure.
• Well organized, detail orientated and accurate.
• Self-motivated, comfortable working autonomously.
• A team player, actively sharing information and knowledge within the organization.
• An effective communicator, engaging with clients & colleagues from different business cultures in different time zones.
• Flexible and willing to perform other tasks outside the scope of your main role.

Qualifications & Professional skills

• Completed 2-3 year Technician Course in Satellite Communication, IT, Computing, Information Management or equivalent background / experience (e.g Military etc).
• Good knowledge of operational procedures and Service Level Agreements.
• Professional experience from an IT or Telecommunications Helpdesk / Service Organization.
• Good knowledge of Telecommunication Networks and IT terminology.
• Knowledge of VSAT, Satellite Communication systems and TDMA networks is preferable.
• Successful completion of GVF courses GVF 500, 510, 520 and 521 is highly preferable.
• Excellent customer relation and communications skills.
• Good in analyzing complex problems to find creative, logical and effective solutions.
• Fluent English and Portuguese spoken and writing skills are mandatory.
• Spanish verbal and writing skills are desirable but not mandatory.
• Ideally living in the Rio de Janeiro area but remote working from other locations will be considered. You must be eligible to live and work in Brazil to apply.

We Offer

• Participate in the success story of a market leader, eager to further shape and consolidate the market.
• An opportunity to gain expertise in the sectors where Marlink operates.
• Flexible hybrid work situation with home office option.
• Marlink Training Academy for professional and personal development.
• International mobility.

Our Commitment
Our Corporate Social Responsibility approach is part of the Marlink DNA to develop our business and people operate responsibly. Marlink has incorporated and respects the Ten Principles of the UN Global Compact into our strategies to establish a culture of integrity, value, trust and innovation.
The Marlink Group is a transnational organization and considers cultural diversity as one of its greatest strengths. Additionally, we support diversity in race, gender, religion, national origin, political opinion, sexual orientation, social origins, age and physical or mental character.