Customer Success and NOC Analyst

Job Type:  Full-time 

Job Description: 

Netmore is looking for a Customer Success and NOC Analyst to join our team in São Paulo, working in a hybrid model. In this role, you will be responsible for ensuring the success of our clients by maximizing the value of our IoT solutions with a focus on LoRaWAN, while also monitoring our network infrastructure and resolving technical issues. If you have experience in Customer Success and technical support in network environments, and you're excited to work with innovative technologies, this is the perfect opportunity for you! 

Key Responsibilities: 

Customer Success (CS): 

• Ensure customers maximize the value of our IoT solutions with a focus on LoRaWAN throughout their journey with Netmore. 
• Act as the primary point of contact for our customers, addressing inquiries, managing expectations, and ensuring ongoing satisfaction. 
• Proactively identify opportunities for service improvement, including upselling and cross-selling. 
• Track customer success metrics (NPS, CSAT) and work toward meeting retention goals. 
• Assist with the implementation and onboarding of new customers, ensuring a smooth transition to the LoRaWAN platform. 
• Collaborate with the sales team to ensure Service Level Agreements (SLAs) are met and managed. 
• Organize and lead training sessions on system usage and best practices for connectivity on the Netmore Platform. 

Network Operations Center (NOC): 

• Monitor the LoRaWAN network infrastructure, identifying and resolving connectivity and performance issues in real-time. 
• Analyze network logs and performance data to ensure maximum efficiency and minimize disruptions. 
• Use monitoring tools to ensure the stability and continuity of IoT services. 
• Investigate network anomalies and provide support to partners and customers. 
• Resolve technical incidents quickly and communicate effectively with customers to keep them informed. 
• Prepare reports on network performance and incidents for the Customer Success (CS) team and internal stakeholders. 
• Collaborate with the technical team to implement continuous network improvements. 

Qualifications: 

• Degree or ongoing studies in Engineering, Computer Science, Systems, Telecommunications, or related fields. 
• Previous experience in Customer Success and/or NOC in technology or telecommunications companies. 
• Experience in technical support and incident management in network environments. 
• Strong communication skills, with the ability to communicate clearly and effectively with customers and internal teams. 
• Team-oriented with the ability to manage multiple tasks and priorities in an organized manner. 
• Advanced English proficiency. 

Preferred Skills: 

• Experience with IoT platforms and network automation. 
• Skills in managing escalation processes and resolving high-level technical issues. 
• Experience with Customer Relationship Management (CRM) platforms such as HubSpot. 
• Desirable: knowledge of LoRaWAN and IoT infrastructure, including communication protocols for connected devices. 
• Desirable: experience with network monitoring platforms (such as Zabbix, Grafana, Nagios).  
• Desirable: knowledge of ITIL processes and agile methodologies. 

Benefits: 

• PJ (contractor) position 
• Competitive salary 
• Reimbursable health plan 
• Hybrid work model 
• Opportunities for growth and learning in an innovative IoT market, working with a global industry leader. 
• Work with a high-performance team focused on cutting-edge technology.