Assistente De Atendimento e Suporte N1 Telecom - B2C/B2B

<h3>Accountabilities:</h3><li>
<strong>Customer service and technical support:</strong>Provide first-level technical assistance through phone, chat, and email, delivering responsive, professional, and empathetic support to premium customers and corporate accounts.</li><li>
<strong>Technical diagnosis:</strong>Identify, investigate, document, and resolve first-level incidents involving internet connectivity, computer networks, Wi-Fi, and telecommunications services.</li><li>
<strong>Incident escalation:</strong>Forward complex or unresolved issues to second- or third-level support teams or field technicians, ensuring each ticket includes clear diagnostic information and detailed reports.</li><li>
<strong>SLA monitoring:</strong>Track customer requests and support tickets to ensure response and resolution deadlines are met in accordance with agreed service-level agreements.</li><li>
<strong>Customer relationship management:</strong>Communicate effectively with corporate stakeholders, executives, and senior management, ensuring a high standard of service throughout the support process.</li><li>
<strong>Ticket management and documentation:</strong>Maintain accurate records of incidents, troubleshooting steps, customer interactions, and resolutions to support efficient follow-up.</li><li>
<strong>Continuous learning:</strong>Participate in technical, procedural, and customer relationship training to improve service quality and expand technical expertise.</li><li>
<strong>Service improvement:</strong>Contribute to efficient support workflows by identifying recurring issues, helping resolve customer concerns, and applying established service procedures.</li><h2>Requirements:</h2><li>
<strong>Education:</strong>High school diploma or equivalent. Candidates currently pursuing higher education in Computer Networks, Information Technology, Business Administration, or related fields will have an advantage.</li><li>
<strong>Technical knowledge:</strong>Basic to intermediate understanding of computer networks, internet connectivity, Wi-Fi, and telecommunications services.</li><li>
<strong>Communication skills:</strong>Excellent verbal communication and strong written Portuguese, with the ability to explain technical information clearly and professionally to corporate customers, executives, and senior decision-makers.</li><li>
<strong>Customer service orientation:</strong>A genuine interest in helping people, with a strong focus on customer satisfaction, responsiveness, and service quality.</li><li>
<strong>Problem-solving abilities:</strong>Analytical thinking and the ability to diagnose technical issues, identify appropriate solutions, and recognize when escalation is necessary.</li><li>
<strong>Interpersonal skills:</strong>Empathy, emotional intelligence, proactivity, patience, and the ability to manage challenging interactions and resolve conflicts constructively.</li><li>
<strong>Remote work setup:</strong>A quiet and suitable home-office environment, an adequate computer, and a stable, high-speed internet connection.</li><li>
<strong>Schedule availability:</strong>Availability to work from<strong>5:00 p.m. to 11:10 p.m.</strong>, on a<strong>6x1 schedule</strong>(six working days followed by one day off).</li><li>
<strong>Desirable experience:</strong>Previous experience in first-level technical support within telecommunications, internet service providers, or IT.</li><li>
<strong>Preferred background:</strong>Experience supporting B2B corporate accounts, VIP customers, or premium clients is a strong advantage.</li><li>
<strong>Accessibility and inclusion:</strong>Candidates with disabilities are encouraged to apply. The recruitment process welcomes diverse backgrounds and professional experiences.</li><h2>Benefits:</h2><li>
<strong>Medical insurance:</strong>Access to a health insurance plan.</li><li>
<strong>Dental coverage:</strong>Dental insurance as part of the employee benefits package.</li><li>
<strong>Flexible meal benefits:</strong>Meal and food allowances with flexible allocation options, allowing employees to choose according to their preferences.</li><li>
<strong>Mobility benefits:</strong>Transportation or mobility support, according to the available benefits package.</li><li>
<strong>Incentive-based compensation:</strong>Incentivized variable remuneration (RVI), with financial recognition linked to team performance and achieved targets.</li><li>
<strong>Profit-sharing program (PLR):</strong>Participation in company results, with profit-sharing opportunities linked to overall performance.</li><li>
<strong>Fitness benefits:</strong>TotalPass discounts on gyms and fitness studios.</li><li>
<strong>Childcare assistance:</strong>Childcare allowance for eligible employees.</li><li>
<strong>Life insurance:</strong>Additional financial protection.</li><li>
<strong>Health and wellness program:</strong>Access to C4Life, a program focused on overall health and well-being.</li><li>
<strong>Exclusive service discounts:</strong>Special conditions on internet and mobile phone services, subject to regional availability.</li><li>
<strong>Fully remote work:</strong>The opportunity to work from home, provided the required equipment and connectivity standards are met.</li><li>
<strong>Professional development:</strong>Ongoing technical and customer service training to strengthen skills and support career growth.</li><li>
<strong>Performance-oriented culture:</strong>An environment that values teamwork, continuous improvement, inclusion, and recognition of results.</li>