RESPONSIBILITIES:

📍Triage and resolve customer issues across multiple channels (digital, voice, etc.) 📍Provide technical support to customers using hardware, software, and network expertise 📍Be a relentless internal advocate for the customer within SpaceX. Understand customer concerns, address them, and ensure their satisfaction
📍Surface product, process, and training issues by pairing quantitative and qualitative methods 📍Collaborate with internal teams to create and improve troubleshooting workflows and identify root causes of issues 📍Create and maintain an internal knowledge base and help center collateral

BASIC QUALIFICATIONS:

📍High school diploma or equivalency certificate 📍1+ years of experience in a front-line customer support role 📍Fluent in Portuguese and English

PREFERRED SKILLS AND EXPERIENCE:

📍Excellent problem-solving and sleuthing skills 📍Ability to exceed the obvious and available solution, to do whatever it takes to satisfy the customer by being relentless and taking ownership 📍Excellent written and verbal communication skills. Talking with others comes naturally, you derive satisfaction from resolving customer issues, and can distill complex concepts into simple explanations 📍Excellent empathy, active listening, and resiliency skills 📍Strong attention to detail and excellent time management 📍Experience in a training, learning and development, analytics, service design, vendor management, or content management role 📍Demonstrated experience in a high-growth, fast-paced environment 📍Technical aptitude – experience with networking, hardware troubleshooting, software development, etc. 📍Written/verbal business fluency in Portuguese and English