LEVEL 1 SUPPORT ATTENDANT

Description

Job Summary: The Netway Group is seeking a professional to provide first-level support, including logging incidents, delivering initial guidance, and escalating issues—always with a focus on efficient resolution and humanized service. Key Highlights: 1. Working in a team that values dedication and the purpose of connecting people. 2. Focus on humanized service, active listening, and efficient resolution. 3. Opportunity for learning and growth in a collaborative environment. **Nice to meet you—we are the Netway Group!** Here, we have a large team making things happen. It is through the effort and dedication of each of our people that we have become a reference in what we do—united by our purpose: "Exceeding expectations by connecting people and organizations, breaking down barriers." With a presence in over 100 cities across multiple Brazilian states, we deliver high-quality, stable connectivity to more than 70\.000 customers nationwide. Our connection goes beyond reliable internet. We operate our own fiber route to São Paulo, ensuring superior performance when accessing websites and games hosted in that region. We also offer Value-Added Services (VAS) aligned with our audience, such as Max, Paramount\+, Globoplay, telemedicine, and more. Our commitment extends beyond internet—we strive to deliver well-being, convenience, and technological advancement to our customers. **Join the Netway Group and leave your mark while making history.** **Responsibilities and Duties:** FIRST-LEVEL SUPPORT: Handle customer calls, chats, and tickets regarding basic technical issues. INCIDENT LOGGING: Accurately identify, log, and categorize incidents in the system. INITIAL GUIDANCE: Provide first-level guidance, such as restarting equipment, checking cables, and performing simple configuration checks. ISSUE ESCALATION: Forward unresolved incidents to higher support levels (N2/NOC). SUPPORT MONITORING: Track open cases and ensure timely customer follow-up within SLA. **Requirements and Qualifications** Basic knowledge of networks and connectivity (Wi\-Fi, modem, router). Familiarity with customer service systems (CRM, Help Desk). Basic understanding of service packages and ticket creation. Strong communication skills, active listening, and empathy. Ability to precisely follow scripts and protocols. Focus on humanized service and efficient resolution. Completed High School education. Preferred: Currently enrolled in or graduated from a technical or undergraduate program in Information Technology, Computer Networks, Informatics, or related fields. **To join our team, it is essential to:** Be proactive—acting autonomously and anticipating solutions. Pay attention to detail—delivering tasks with quality and precision. Focus on the customer—prioritizing service excellence. Demonstrate willingness to learn—seeking growth and development. Collaborate effectively—with teamwork spirit and a positive attitude. Maintain respect and courtesy in all interactions. **Why choose the Netway Group?** Our culture is our DNA. It has sustained our success so far and will continue to be the foundation for our future. To ensure a complete and positive employee journey, we offer career development plans, market-competitive compensation, performance-based bonuses, meal vouchers, transportation vouchers, internet vouchers, life insurance, partnerships with local institutions, and a collaborative, welcoming work environment. **Employment Type: CLT – On-site** Work Schedule: Monday to Friday: 8:00 AM to 6:00 PM (with 2-hour break) Saturdays: 8:00 AM to 12:00 PM.