#### **Your mission** Your mission The world is more connected than ever. With over 10 billion active IoT devices and that number projected to double in the next decade, the need for seamless global connectivity is more crucial than ever. Be part of the change by helping businesses and providers optimize their IoT projects and achieve success. About Moabits Moabits is a European company with a strong presence in Colombia and Latin America, rapidly establishing itself as an international leader in global connectivity solutions for OEMs, MVNOs, and other key players in the IoT industry. In just four years, we have expanded our presence and gained recognition across Europe and the Americas. To support our growth, we are seeking a Support Agent based in Medellín, Colombia, who will help us ensure customer satisfaction by promptly addressing inquiries and removing obstacles so clients can fully leverage our services. About the role As a Support Agent, you will play a key role in direct customer service, providing fast and effective responses. You will work closely with the development team and other departments, supporting the sales process and ensuring a smooth customer experience. You will become a specialist in telecommunications and IoT, engaging with diverse technologies. This is an excellent opportunity for those seeking professional growth in a dynamic and expanding industry. Responsibilities * Manage all support cases as the first point of contact. * Respond promptly to inquiries via chat and tickets. * Serve as the technical liaison between customers and providers. * Escalate issues to providers and level 2 support when necessary. * Collaborate with Product and Development teams on complex cases. * Train customers on the use of Orion. * Create articles for the knowledge base (for internal and external use). * Strengthen customer relationships. * Provision accounts and oversee operational processes. #### **Your profile** Desired profile * Technical or university education in information technology-related fields (desirable). * Previous experience in technical support or helpdesk. * Strong interpersonal skills and customer service experience. * Basic knowledge of mobile networks. * Experience with ticketing systems (Freshdesk, Zendesk, ServiceNow, or similar). * Familiarity with tools such as Microsoft Teams and ClickUp. * Desirable: Knowledge of API usage via Postman. * Desirable: Proficiency with artificial intelligence tools. * Ability to work under pressure and manage multiple cases simultaneously. * Willingness for continuous learning and adaptability. * Clear communication skills in Spanish and English (spoken and written). * Empathy and effectiveness in resolving concerns and conflicts. * Accurate documentation of problems and solutions. * Basic knowledge in telecommunications is valued. #### **Why us?** Why choose us? * Competitive salary based on experience. * Generous vacation package. * Horizontal organizational structure. * Hybrid work model during 2025, with possibility of onsite work in 2026. * Flexible working hours. Important note This position involves local hiring in Colombia – Medellín. The interview will be conducted in Spanish. If the candidate is proficient in another language, part of the interview may be conducted in that language. #### **About us** Moabits is a European company rapidly establishing itself as an international leader in providing global connectivity solutions for OEMs, MVNOs, and other key players in the fast-growing IoT industry. In just over 4 years, we have worked with clients across Latin America from our operations in Colombia.