OFFICE SUPPORT ASSISTANT

Description

Job Summary: This role involves providing initial customer support, troubleshooting, and coordinating technical visits, ensuring clear communication and positive customer experience. Key Highlights: 1. Providing customer service and support, ensuring service quality. 2. Collaborating with the technical team to optimize the customer experience. 3. Focusing on digital inclusion and technological transformation. We are Alloha Fibra, the largest independent fiber-optic group in Brazil. A connected and united team, passionate about technology and transformation, bringing high-speed internet to every corner of the country. We believe in the power of digital inclusion and a better future. That’s why we seek talents like you—people who dream big and want to make a difference! **Responsibilities and Duties** **Responsibilities and Duties:** * Providing initial customer service, triage, registration, and classification of requests, ensuring proper routing of demands. * Conducting initial analysis and troubleshooting of registered service requests, identifying possible causes, logical solutions, and directing cases to the appropriate departments. * Maintaining active contact with customers via chat, phone, e\-mail, or other channels, ensuring clarity in communication and service quality. * Providing guidance, clarifying doubts, and recording important information for process continuity. * Scheduling technical visits for installation, repair, plan changes, room changes, or service migrations. * Providing proactive and responsive service to internal and external customers. * Monitoring activities and routes of installation and repair teams, supporting field technicians and minimizing impacts on the customer journey. * Addressing unproductivity and tracking customer perception of delivered services, supporting efforts to ensure a consistently positive experience. **Requirements and Qualifications** **Requirements and Qualifications:** * Completed high school education. * Computer literacy and strong typing skills. * Prior experience in customer service. * Availability for on-site work. * Availability to work on a 6x1 rotating schedule (including Saturdays, Sundays, and holidays as per the schedule). **Additional Information** * Medical assistance * Dental assistance * Meal allowance * Life insurance * Transportation allowance * Giga Inclusão \- PCD dependent support * Total Pass * Birthday day off * Extended maternity leave (180 days) and paternity leave (20 days) * Psicologia Viva (if enrolled in Amil health plan) * E-learning platform on the intranet * Tour House: 5% to 12% discounts on airline tickets, hotel reservations, and car rentals. * Movida: 10% discount applied to daily rental rates * Samsung Partnership Portal With the purpose of **connecting people, ideas, and businesses while promoting digital and social inclusion in Brazil**, Alloha Fibra is today the largest independent fiber-optic group in the country. This is possible thanks to our team of 5,000 people who pursue **quality and excellence** in everything they do—always focused on delivering the best products, services, and support. **We value diversity**, represented by our employees and customers across all regional and social dimensions—since we operate in 864 cities across 22 Brazilian states, with a fiber-optic network exceeding 140,000 kilometers and 1.6 million subscribers. Here, you’ll find one unified team, operating **interconnected**, committed to **always doing the right thing**. Honesty, integrity, transparency, and ethics define our culture—the Alloha Way—which transforms our environment into a collaborative and responsible space for people and business sustainability. For more information, visit https://alloha.com/