Bilingual Support Analyst

Working Hours Monday to Friday, 10:00 AM to 7:00 PM Work Arrangement Hybrid (3 days in-office per week) Location Chácara Santo Antônio (Morumbi), São Paulo, SP Company Overview At Motorola Solutions, we believe that everything starts with our people. We're a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, schools, hospitals and businesses. Connect with a career that matters, and help us build a safer future. Department Overview Our organization is focused on business-to-business customers who include state and local entities, federal government agencies, authorized channel partners and resellers. The Support Analyst is responsible for supporting customer requirements which involve resolving a wide variety of issues. Requirements include sales and partner inquiries, post‑sale related customer service inquiries, service/repair and technical support requests, also troubleshooting technical issues as it relates to our products and services. Job Description Responsibilities include: Troubleshoot and resolve customer issues through cases, phone calls, e‑mails, and chat. Handle sales and partners inquiries, post‑sale related customer service inquiries, service/repair and technical support requests, including troubleshooting technical issues. Network with internal business partners to investigate and resolve a customer's issues. Perform user setups as it relates to portal access. Manage multiple systems and applications during case treatment interactions. Proactively utilize strong problem‑solving skills to deliver customer‑focused solutions. Recommend and implement continuous process improvements within the team. Act as a point of contact for customers for any complaints, inquiries and issues. Provide remote support and update tickets within the customer service level agreement. Technical Escalation and Reporting Provide technical escalation and reporting for incidents. Monitor issue resolution status and duration – own issues on behalf of the customer. Continuous Professional Development Acquire necessary product and service expertise by attending educational workshops and trainings. Help meet all operational goals, being willing to cross‑functional boundaries as required. Delivering Customer Professional Services Basic Requirements Languages Fluent in both Portuguese and English (excellent spoken and written skills required for all languages). Qualifications A recent graduate with a Bachelor’s degree or a minimum of two (2) years of experience in a customer service or technical support role. Customer‑Centric & Detail‑Oriented: Strong customer focus, a commitment to providing excellent service, and meticulous attention to detail. Proactive & Accountable: Confident, proactive approach with a strong sense of ownership, responsibility, and the ability to work autonomously, making decisions with minimal supervision and ensuring thorough follow‑through. Adaptable & Growth‑Oriented: Highly motivated, adaptable to changing processes, and eager to learn new technologies and develop professionally, demonstrating diligence and determination in overcoming challenges to provide reliable support. Communication & Interpersonal Skills: Exceptional interpersonal skills with excellent written and verbal communication abilities. Analytical & Problem‑Solving: Strong observation, research, and analytical skills to effectively troubleshoot and resolve issues. Collaborative: Ability to work effectively both independently and as a cooperative member of a team. EEO Statement Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally‑protected characteristic. We are proud of our people‑first and community‑focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team. #J-18808-Ljbffr