**Your mission**: We are seeking a **Support Agent** to join our dynamic team at Moabits, a leading IoT connectivity provider. As a valued member of our team in Latam (Remote), your role will involve ensuring customer satisfaction by resolving their queries and overcoming obstacles. **What you will be responsible for**: - Taking ownership of all support cases and serving as a 1st level support point. - Responding promptly to customer cases and chats. - Acting as the technical liaison between our customers and providers. - Escalating issues to our providers and level 2 support as necessary. - Collaborating with Product and Development to resolve escalated cases. - Educating customers to enhance their proficiency with Orion. - Crafting knowledge base articles based on customer inquiries for internal and external use. - Developing and nurturing strong customer relationships. - Provisioning customer accounts and overseeing operational processes. **Your profile**: - Preferably, technical or university education related to information and technology. - Previous experience in technical support or helpdesk roles. - Interpersonal skills and experience in "customer facing" environments. - Basic knowledge of mobile networks. - Competence in using ticketing systems, preferably Freshdesk, Zendesk, ServiceNow, or similar. - Ability to work under pressure managing multiple cases simultaneously, maintaining composure and effectiveness. - Willingness to adaptability and continuous learning - Clear communication in Spanish and English, both written and verbal. - Ability to understand customer concerns and resolve conflicts kindly and effectively. - Ability to maintain clear and accurate documentation of issues and solutions found. - Familiarity with basic telecommunications concepts is valuable. **Why us?**: - Competitive Salary based on experience. - Generous vacation package. - Flat hierarchy. - Fully remote. - Flexible working hours. - Opportunity to travel through South America and participate in Trade Shows and other events. **About us**: Moabits is a global connectivity provider with a strong SaaS component, we provide access to more than 1700 networks in more than 190 countries with a single SIM. Our focus is on the Latin American market, where we already have a presence in over 15 countries and support more than 1000 SMEs on our platform. At Moabits, we simplify the process of creating sales channels for connectivity, enabling integrators, MVNOs and OEMs to customize their offers. ORION, our in-house-developed platform provides visibility, control, and automation for SMEs operating in the IoT space. Our goal is to empower these businesses in Latin America, making them more competitive by providing the right tools and a flexible connectivity solution.