Technical Support Specialist

1 semana atrás

Rio de Janeiro, Rio de Janeiro, Brasil Marlink Group Tempo inteiro

About Marlink Group

We are a global market leader in the maritime communication systems industry, offering advanced hybrid network solutions and digital technologies to our customers worldwide.

Our teams work together across the globe, using constant innovation, expertise, and applied technology to bring systems and people together with a future focus. We push boundaries and combine unrivalled resources and expertise in field engineering with advanced digital technologies such as cyber security, IT, and cloud enablement.

As a Technical Support Specialist, you will be part of our Regional Customer Support organization, reporting to the RCS Manager based in Houston, Texas. This is an opportunity to join a growing technology field and gain expertise in the sectors where Marlink operates.

**Your Mission**

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**

- Handle all requests received in a prompt and professional manner.

- Qualify and log requests in the Marlink ticketing system.

- 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 a customer support mindset and a desire to deliver 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.

**Qualifications & Professional skills**

- Completed 2-3 year Technician Course in Satellite Communication, IT, Computing, Information Management or equivalent background / experience.

- 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.

**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.

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