Trilingual Support Analyst (Portuguese, English and Spanish)

Motorola Solutions is seeking a Trilingual Support Analyst to join their team in São Paulo, Brazil. This role involves supporting business-to-business customers, including public safety agencies and enterprises, by resolving a wide variety of issues. Responsibilities include handling sales and partner inquiries, post-sale customer service, service/repair, and technical support requests. The analyst will troubleshoot technical issues related to products and services, manage Salesforce cases, and collaborate with internal partners to deliver customer-focused solutions.

Must Have

• Troubleshoot and resolve customer issues through cases, phone calls, e-mails
• Handle sales and partners inquiries, post-sale related customer service inquiries, service/repair and technical support requests, including troubleshooting technical issues
• Salesforce Case Management
• Network with internal business partners in order to investigate and resolve a customer’s issues
• Perform user setups as it relates to Portal access
• Exercise multi-tasking skills when managing multiple systems and applications during cases treatment interactions
• Proactively utilize strong problem-solving skills in order to deliver customer-focused solutions
• Recommend continuous process improvements within the team
• Research and pursue information that assists in resolving the issues
• Proactively identify areas for process improvement within the team and make recommendations accordingly
• 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
• Provide technical escalation and reporting for incidents
• Monitor issue resolution status and duration – own issues on behalf of the customer
• Continuously acquire necessary product and service expertise
• Attend educational workshops and trainings to develop sufficient knowledge to conduct support activities
• Help meet all operational goals: being willing to cross functional boundaries as and when required
• Delivering customer professional services
• Native Portuguese speaker; fluent in both Spanish and English (excellent spoken and written skills required for all languages)
• A recent graduate with a Bachelor's degree; OR a candidate with a minimum of two (2) years of experience in a customer service or technical support role
• Willingness and ability to work in shifts
• Strong customer focus, a commitment to providing excellent service, and meticulous attention to detail
• A 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
• Highly motivated, adaptable to changing processes, and eager to learn new technologies and develop professionally; demonstrates diligence and determination in overcoming challenges to provide reliable support
• Exceptional interpersonal skills with excellent written and verbal communication abilities
• Strong observation, research, and analytical skills to effectively troubleshoot and resolve issues
• Ability to work effectively both independently and as a cooperative member of a team

Good to Have

• Experience with Salesforce (Service Cloud)
• Google Suite skills

JOB ACTIVITIES

• 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
• Salesforce Case Management
• Network with internal business partners in order to investigate and resolve a customer’s issues
• Perform user setups as it relates to Portal access
• Exercise multi-tasking skills when managing multiple systems and applications during cases treatment interactions
• Proactively utilize strong problem-solving skills in order to deliver customer-focused solutions
• Recommend continuous process improvements within the team
• Research and pursue information that assists in resolving the issues
• Proactively identify areas for process improvement within the team and make recommendations accordingly.
• 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
• Provide technical escalation and reporting for incidents
• Monitor issue resolution status and duration – own issues on behalf of the customer
• Continuously acquire necessary product and service expertise
• Attend educational workshops and trainings to develop sufficient knowledge to conduct support activities
• Help meet all operational goals: being willing to cross functional boundaries as and when required.
• Delivering customer professional services

Basic Requirements

• Languages: Native Portuguese speaker; fluent in both Spanish and English (excellent spoken and written skills required for all languages).
• Experience/Education:
• A recent graduate with a Bachelor's degree; OR
• A candidate with a minimum of two (2) years of experience in a customer service or technical support role.
• Availability: Willingness and ability to work in shifts.
• Core Competencies & Attributes:
• Customer-Centric & Detail-Oriented: Strong customer focus, a commitment to providing excellent service, and meticulous attention to detail.
• Proactive & Accountable: A 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; demonstrates 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.

DESIRABLE REQUIREMENTS

• Experience with Salesforce (Service Cloud)
• Google Suite skills