Customer Support Representative

Description

Job Summary: We are seeking a communicative and proactive professional to provide customer support, delivering human-centered service and performing initial diagnostics of service-related issues. Key Highlights: 1. Human-centered service and focus on customer satisfaction 2. First point of contact, ensuring prompt and courteous service 3. Identification and analysis of issues related to internet services Job Description We are looking for a communicative and proactive professional with a strong focus on customer service to join our Support team. The role involves delivering human-centered service, identifying customer needs, performing initial diagnostics of issues related to contracted services, and guiding customers on procedures to restore service functionality. The professional will serve as the customer’s first point of contact, ensuring prompt, courteous, and efficient service, recording all information in the system and tracking requests to completion. Main Responsibilities * Handle customer inquiries via phone, WhatsApp, and chat; * Identify and analyze issues related to internet services; * Perform basic diagnostic tests and procedures; * Guide customers on simple equipment configurations (Wi\-Fi, routers, and devices); * Record all interactions in the system; * Track pending items and follow up within agreed timeframes; * Escalate complex cases to specialized teams when necessary; * Ensure high-quality service with a focus on problem resolution. **Requirements** * Completed high school education; * Strong verbal and written communication skills; * Ability to interact effectively with people; * Analytical ability and logical reasoning; * Basic computer literacy; * Prior customer service experience is desirable. **Preferred Qualifications** * Experience supporting internet service providers or telecommunications companies; * Basic knowledge of Wi\-Fi networks and router configuration; * Experience with customer support systems (IXC / OPA! Suite). **Competencies** * + Clear communication; + Empathy; + Organization; + Agility; + Proactivity; + Teamwork; + Commitment to customer satisfaction. Compensation and Benefits * **Working hours:** 44 hours per week * **Base salary:** R$1718,67\. * **Variable bonus:** based on individual performance and departmental KPIs * **Health insurance:** SulAmérica * **Dental insurance:** SulAmérica * **Wellhub (gyms and wellness programs)** * **Monthly food basket** * **Free internet plan** * **Transportation allowance:** optional (legal deduction of up to 6%) * **Birthday Day Off:** one paid day off during the employee’s birth month