Customer Support Representative

**About Airalo**
Alo Airalo is the world's first eSIM store that helps people to connect in over 190+ countries and regions across the globe. We are building the next digital service that revolutionizes the telecom industry.
We are a traveltech company and an equal-opportunity environment that values and executes diversity, inclusion, and equity. Our team is spread across 10+ countries and 4 continents (that is, at the time of this post). What glues us all together is our commitment to, and joy in, improving the way people connect.
**About you**
We hope that you care deeply about the quality of your work, the intrinsic worth of tasks, and the success of your team. You are self-disciplined and do not require micromanagement, both in terms of your skillset and work ethic. You do your best to flourish as an individual every day while working hard to foster a collaborative team environment. You believe in the importance of being — and staying — authentic, honest, positive, and kind. You are a good interlocutor with clear and concise communication. You are able to manage multiple projects, have an analytical mind, pay keen attention to detail, and love to get your hands dirty. You are cognizant, tolerant, and welcoming of vulnerabilities and cultural differences.
**About the Role**
**Position**: Full-time / Employee
**Location**: Remote-first
**Benefits**: Employee Stock Option, Insurance, Work-from-home stipend, Annual wellness credit & other benefits
We are currently looking for a
**full-time Support Representative** to join our
**Airalo Support** department. Being one of the members of a lean and cross-functional team, you will have an opportunity to impact the overall growth of the organization. As an equal member of our team, you will also have
**employee stock options** among other perks as part of your role.
As the Support Representative, your target will be to ensure Airalo and its sister products provide excellent service standards and maintain high customer satisfaction. You will be responsible to help our users with the decision, purchase, installation, usage, troubleshooting, maintenance, or disposal stages of our products. You will be expected to become an expert in Airalo and our sister products and to provide outstanding support to our users by effectively following customer service procedures, implementing support guidelines, and setting and upkeeping customer satisfaction goals.
**Responsibilities include but are not limited to**:
- Closely work with the Director of Support on day-to-day operations
- Coordinate with our international support department to meet customer satisfaction goals
- Follow department procedures, policies, and standards
- Excel in Airalo panels and other support venues
- Respond to support issues in a timely manner via ticketing
- Provide assistance with online reviews of our products
- Contribute to customer service analytics and detailed reports
- Attend weekly and monthly meetings and engage in productive deliberation
- Take good care of your own mental, physical, emotional, and spiritual health
**Must-haves**:
- A minimum of 3 years of proven experience in customer service or a related position
- Proficiency in Microsoft Office, Google Workspace, and customer service software
- Fluency in **English and Portuguese**:
- Good written and verbal communication skills
- Good systems thinking capabilities
- Good division of labor skills
- Good analytical and deductive reasoning skills
- Good understanding of customer service practices and techniques
- Bachelor's degree
**Good to have**:
- Fluency in **other languages.**:
- Prior work experience in telecommunications
- Knowledge of eSIM and GSMA related technologies and services

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