• Deliver outstanding customer support via calls, chats and emails; • Answer questions and help resolve customer issues, as well as keeping customers updated and ensure they receive timely responses; • Escalate complex issues to the appropriate internal team when needed; • Assist with basic UAT (User Acceptance Testing) activities when required; • Build strong and lasting customer relationships; • Keep up with evolving tools and technology; • Handle sensitive customer data with care and security; • Apply the latest and greatest customer happiness practices; • Maintain deep understanding of client solutions and meet KPI; • Communicate with developers and cross-functional specialists.

Role Description Atuar na resolução de problemas técnicos dos nossos clientes, garantindo um alto nível de satisfação. Além de atuar na investigação e resolução de incidentes, você colaborará com as áreas de Produto e Desenvolvimento para melhoria contínua da plataforma. - Atendimento via chat, e-mail e tickets; - Investigação e resolução de problemas técnicos; - Análise de logs e troubleshooting; - Monitoramento de sistemas e serviços; - Documentação de procedimentos e base de conhecimento; - Interface com equipes de Produto e Engenharia para escalonamento e melhorias. Qualifications - Ensino superior completo ou em andamento em Ciência da Computação, Sistemas de Informação, Engenharia de Software ou áreas afins; - Experiência com suporte técnico N1/N2; - Conhecimento em SQL para consultas de investigação e análise de problemas; - Conhecimento em APIs, integrações e análise de logs; - Noções de programação JavaScript ou linguagem correlata; - Experiência com ferramentas de monitoramento e observabilidade como Datadog, New Relic ou Grafana; - Perfil analítico, organizado e com boa comunicação. Requirements - Inglês avançado; - Familiaridade com VoIP, SIP ou plataformas de voz será um diferencial. Benefits - Modelo de contratação: Terceirização via PJ (Pessoa Jurídica); - Valor fixo mensal; - Bônus mensal de R$600,00 debitado em cartão flexível para todos os terceirizados utilizarem como e onde quiserem; - Auxílio parceria PJ – Bônus de R$300,00 no início do nosso contrato; - Reembolso de deslocamentos, hospedagem e transporte, mediante apresentação de notas fiscais dos valores, conforme política de viagem para atendimento de clientes; - Empréstimo/Mútuo de equipamentos sem custo contratual adicional; - Pause contract anual de até 15 dias úteis, sem prejuízo do financeiro; - Co Holiday em feriados nacionais (conforme regra anual vigente) e nos aniversários dos membros da equipe da Pessoa Jurídica contratada; - Parceria com plataforma de saúde Wellhub/Gympass, que ajuda a dar foco na saúde física; - Parceria com Psicólogos para terapia com preços acessíveis; - Subsídio para cursos de idiomas (50% do valor do curso, se limitando à R$250,00 por mês); - Parceria com universidades para cursos de Extensão e Pós Graduação; - Parcerias com plataformas de saúde StarBem e Avus, que dão direito a consultas online e preços acessíveis para consultas (telemedicina e presencial), exames laboratoriais e de imagem, tratamento odontológico e descontos em medicamentos.

• Customer Satisfaction through the delivery of world class Support Services. • Optimizing productivity while assigned to customer tickets or projects. • Ability to prioritize work through ticket and project status. • Problem-solving and resolution of network issues and escalating where appropriate. • Ticket Quality Control and Ticket Management. • Customer Service including phone, video, and email communication. • Occasional on-site to nearby customers (less than 5%). • Occasional on-call responsibility/rotation. • Participation in process improvement initiatives. • Documentation skills for customer environments.

Administrative Assistant – Field Operations and Customer Support Boston, MA Full Time Entry Level Sea Machines Robotics Sea Machines is a fast-growing startup specializing in autonomous technology for marine vessels. The world’s oceans convey 90% of global commerce. We’re applying practical A.I. to disrupt the massive marine and maritime transportation market. Our tech provides ships and workboats the intelligence to operate autonomously and remotely, and which increases safety for maritime crews, and radically improves operator productivity. Job Summary The Administrative Assistant – Field Operations and Customer Support provides essential administrative and operational support to our global Field Operations team and our customers. This role serves as a coordination hub between field engineers, operations, leadership, vessel partners, and internal stakeholders to ensure accurate scheduling, documentation, compliance, and communication across all deployments. The ideal candidate is detail-oriented, highly organized, and comfortable supporting technical teams operating in dynamic, safety-critical environments. This individual will also play an important role in maintaining and administering our Monday.com workflows and operational systems to ensure they remain accurate, effective, and actionable across the organization. Key Responsibilities Technical Field Operations Support - Provide administrative support to V Field Operations Team. - Coordinate calendars, meetings, domestic and international travel, and deployment logistics for field engineers and technical staff. - Support scheduling and tracking of vessel mobilizations, sea trials, offshore deployments, and maintenance activities - Assist with onboarding and offboarding of field engineers, including system access, credentials, and equipment coordination. Project & Continuous Improvement Support - Support special projects, process improvements, and system implementations related to field services operations and customer success. - Assist with coordination of technical trainings, workshops, and field team meetings - Provide general administrative support as needed in support of a growing, global technical organization. - Organize and prioritize customer needs and coordinate with engineering, field and sales teams to drive timely, effective solutions and improve the customer experience. Qualifications and Skills Required - 3+ years of administrative or operations support experience, preferably in technical, maritime, offshore, construction, manufacturing, or field service environments - Strong organizational and multitasking skills with high attention to detail - Proficiency in Microsoft Office or Google Workspace; comfort working in shared document environments - Strong written and verbal communication skills, including with technical and international stakeholders - Ability to manage priorities in a fast-paced, operationally complex environment - Experience in document management, file management, and contract management. - Proficiency with Monday.com - Experience supporting global teams and international deployments preferred - Exposure to ERP, field service management, asset tracking, or logistics systems preferred - Associates degree or equivalent experience preferred - Proactive, detail-oriented, and solutions-focused - Comfortable working with technical professionals and operational teams - Strong follow-through and accountability - Adaptability to changing deployment schedules and operational needs Job Type: Full-time, hybrid in-office position in a fast-paced and collaborative work environment with flexibility outside standard business hours to support deployments or critical operations. Benefits: - 401(k) - Dental insurance - Disability insurance - Flexible spending account - Health insurance - Life insurance - Paid time off - Parental leave - Vision insurance