Customer Support Analyst

Oilon South America; Sorocaba; Presencial; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

A multinational energy technology company is looking for a Customer Support Analyst in Sorocaba. The role focuses on providing technical and operational support for heat pump and burner products. You will be the first point of customer contact, addressing inquiries and resolving issues to ensure satisfaction. Candidates should have a technical degree, previous experience in customer support, and be fluent in English. The position offers a market-oriented salary and various benefits, including medical and dental insurance.

Serviços

Salary according to market

Food allowance

Medical insurance

Dental insurance

Qualificações

• Previous experience in customer support or technical assistance, preferably in HVAC or industrial equipment.
• English fluency highly desirable; Spanish is a plus.
• Strong problem-solving abilities under pressure.

Responsabilidades

• Act as the primary point of contact for customer inquiries.
• Diagnose and resolve technical issues promptly.
• Collaborate with internal teams to address complex cases.
• Maintain accurate records of customer interactions.
• Provide guidance and training to customers on product usage.
• Monitor and report recurring issues for continuous improvement.
• Liaise between company and service providers.
• Support Customer Service Sales initiatives.
• Participate in organizing trade exhibitions and events.
• Be open to travel up to 50% of the time.

Conhecimentos

Problem-solving skills

Excellent communication skills

CRM tools familiarity

Ability to interpret technical documentation

Formação académica

Technical degree in Electrical/automation or related fields

Descrição da oferta de emprego

We are a multinational energy technology company based in Finland. Our main products seek to improve energy efficiency, reduce emission levels and develop new solutions using renewable energy sources. Our goal is to leave a better world for the next generations. Our products and solutions are related to the heating energy.

• Worldwide revenues volume 90+ million euros and targeting 18% growth per year
• 5 factories worldwide
• Present by subsidiaries or representative in over than 60 countries

Oilon in Brazil

• Started of promotional marketing and sales activity in 2012
• Sales network with independent partners in all LATAM area
• Active installation of approximately >5 GW in installed base in the area including various market segments such as food and beverage, pharmaceutical, automotive, consumer goods, energy, real estate and other industrial segments

Customer Support Analyst

Reporting to the General Manager in Brazil and being part of global teams, the person in this position will be responsible for deliver exceptional service to our customers. This role will focus on providing technical and operational support for our heat pump and burner product lines. You will be the first point of contact for customers, ensuring their issues are resolved quickly and effectively while maintaining a high level of satisfaction.

Key responsibilities

• Act as the primary point of contact for customer inquiries related to heat pump and burner products.
• Diagnose and resolve technical issues promptly, delivering clear and effective solutions.
• Collaborate with internal teams (Engineering, Sales, Field Service) to address complex cases and ensure customer satisfaction.
• Maintain accurate and detailed records of customer interactions and resolutions within the CRM system.
• Provide guidance and training to customers on product usage, maintenance, and best practices.
• Monitor and report recurring issues to support continuous improvement in product quality and customer experience.
• Serve as the main liaison between the company and service providers, fostering strong relationships and ensuring smooth communication among customers, end-users, service partners, and stakeholders.
• Support Customer Service Sales initiatives to drive growth within the existing installed base.
• Engage with customers, partners, and stakeholders across the LATAM region.
• Participate in organizing trade exhibitions, events, and product demonstrations.
• Perform additional duties as assigned by Oilon South America staff.
• Be open to travel up to 50% of the time.

Knowledge, Skills and Abilities:

• Education: Technical degree or equivalent experience in Electrical/automation area or related fields.
• Experience: Previous experience in customer support or technical assistance, preferably in HVAC, combustion systems or industrial equipment.
• Strong problem-solving skills and ability to work under pressure.
• Excellent communication skills (verbal and written).
• Languages: English fluency highly desirable; Spanish is a plus.
• Familiarity with CRM tools and ticketing systems is a plus.
• Ability to read and interpret technical documentation and schematics.

What we offer:

• Salary according to market
• Food allowance
• Medical insurance
• Dental insurance
• Contract model: CLT
• Location: Sorocaba/SP