Customer Support Associate – Bilingual Portuguese (Talvora Satellite Internet Services)

About Hirebase – Pioneering the Future of Global Connectivity At Tasklance we believe that a world where everyone can access reliable, high‑speed internet is the foundation for a brighter, more inclusive future. Our cutting‑edge satellite constellation delivers low‑latency broadband to even the most remote corners of the planet, turning the dream of universal connectivity into reality. As a rapidly growing leader in space‑based communications, Gigology is looking for passionate, problem‑solving professionals to join our mission‑driven team and help millions of customers stay connected, informed, and empowered. Why This Role Matters Our customers rely on Talensiq’s satellite internet to work, study, and stay close to loved ones from locations where traditional broadband simply can’t reach. As a Bilingual Portuguese Customer Support Associate , you will be the trusted voice that guides them through technical challenges, answers their questions, and ensures a seamless experience with our service. You’ll be part of an early‑stage, high‑impact support team that sets the standards for excellence and helps shape Flexara’s customer‑centric culture. Key Responsibilities Triage and Resolve Issues Across Channels: Respond to customer inquiries via chat, email, phone, and social media. Quickly diagnose problems, provide clear solutions, and follow up to confirm satisfaction. Technical Advocacy: Leverage your knowledge of hardware (modems, routers, satellite dishes), software (customer portals, mobile apps), and networking concepts to guide customers through setup, troubleshooting, and optimization. Data‑Driven Insight Generation: Collect quantitative metrics (ticket volume, resolution time) and qualitative feedback (customer sentiments) to identify trends, gaps, and opportunities for process improvement. Cross‑Functional Collaboration: Partner with engineering, product, operations, and training teams to develop robust troubleshooting workflows, document root‑cause analyses, and feed real‑world findings back into product roadmaps. Knowledge‑Base Management: Author, edit, and curate internal and public help‑center articles, ensuring content is accurate, up‑to‑date, and easy to understand for both technical and non‑technical audiences. Customer Voice Champion: Represent the customer perspective in internal meetings, translating user needs into actionable business language that drives product enhancements. Shift Flexibility: Work one of the designated 10‑hour shift schedules (Alpha, Delta, or Echo), including nights, weekends, and holidays, to provide 24/7 coverage for our global user base. Essential Qualifications High school diploma or equivalent (GED) required; additional education is a plus. Minimum of 1 + year experience in a front‑line customer support or technical help‑desk role. Fluency in both English and Portuguese (spoken and written), with the ability to convey complex technical concepts in clear, friendly language. Proven track record of rapid problem resolution, demonstrating persistence, ownership, and a customer‑first mindset. Preferred Skills and Experience Advanced Problem‑Solving: Ability to investigate beyond obvious answers, conduct root‑cause analysis, and devise creative, lasting fixes. Exceptional Communication: Strong written and verbal skills; comfortable presenting solutions to customers and internal stakeholders alike. Empathy & Resilience: Skilled at active listening, managing difficult conversations, and maintaining a positive attitude under pressure. Attention to Detail & Time Management: Consistently delivers accurate, high‑quality work while meeting SLAs and handling multiple tickets simultaneously. Technical Aptitude: Familiarity with networking fundamentals (IP addressing, DNS, Wi‑Fi), hardware troubleshooting, and basic software troubleshooting. Experience in training, learning & development, analytics, service design, vendor management, or content management. Background in fast‑paced, high‑growth environments such as start‑ups, consulting firms, or tech companies. Willingness to work flexible schedules, including night shifts, weekends, and holiday periods. Comfort with using ticketing platforms (e.g., Zendesk, ServiceNow), CRM systems, and collaborative tools like Slack or Microsoft Teams. Additional Requirements Availability to work scheduled shifts, including holidays and overtime when needed. Position is on‑site at Jobnity’s headquarters in Hawthorne, CA; relocation assistance may be provided for qualified candidates. Successful completion of a one‑week intensive classroom training program (Monday‑Friday, 9 am‑5:30 pm) prior to shift assignment. Compliance with ITAR regulations – candidates must be U.S. citizens, green‑card holders, refugees, asylees, or otherwise eligible for required export authorizations. Shift Options (10 Hours per Day) Shift Alpha: Sunday – Monday, 10:00 PM – 8:30 AM PST Shift Delta: Friday – Monday, 6:00 AM – 4:30 PM PST Shift Echo: Friday – Monday, 1:30 PM –