Support and Quality Analyst

Description

Job Summary: We are seeking a technical and analytical Support and Quality Analyst to provide Level 2 support, drive customer retention, and analyze service failures to enhance customer experience. Key Highlights: 1. Providing Level 2 technical support (networks, fiber optics, Wi-Fi) 2. Focusing on customer retention and improving service quality 3. A genuine opportunity for professional growth JOB: Support and Quality Analyst We seek a technical and analytical professional capable of solving complex problems and transforming customer experience into measurable results. **Your Responsibilities:** * Provide Level 2 technical support (networks, fiber optics, and Wi-Fi) * Recover customers at risk of cancellation (retention) * Analyze service failures and train the team * Use Power BI for prioritization and improvements **Requirements:** * Experience in technical support for ISPs (Level 2) * Knowledge of networks, fiber optics, and routing * Data reading and analysis (Power BI) * Strong communication skills and an analytical mindset **Preferred Qualifications:** * Experience in customer retention or Customer Success * Knowledge of NPS and quality metrics **We Offer:** * Negotiable salary * Meal allowance * Transportation allowance * Performance-based bonus (churn reduction) * A genuine opportunity for professional growth Compensation: R$1.518,00 - R$4.894,52 per month Benefits: * Meal allowance * Transportation allowance Work Location: On-site