LEVEL 1 SUPPORT ATTENDANT

Description

Job Summary: The Netway Group is seeking a professional to provide first-level support, including registering, categorizing, and escalating technical tickets, with a focus on efficient resolution and excellence in customer support. Key Highlights: 1. Focus on humanized customer service and efficient ticket resolution 2. Collaborative environment with continuous training and development 3. Incentives for innovation and creativity, with a development plan **Hello, we are the Netway Group!** Here, we have a large team that makes everything happen. It is through the effort and dedication of each one 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 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 providing 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, among others. 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 by making history.** **Responsibilities and Duties:** First-level support: Handle customer calls, chats, and tickets regarding basic technical issues. Ticket registration: Accurately identify, register, and categorize tickets in the system. Initial guidance: Provide first-level instructions, such as equipment restarts, cable checks, and simple configuration adjustments. Escalation of unresolved incidents: Forward unresolved cases to higher support levels (N2/N3). Support follow-up: Monitor open tickets and ensure timely customer response 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 support 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 networking, computer science, or related fields. **To join our team, the following are essential:** Proactivity and autonomy in seeking solutions; Attention to detail and commitment to quality; Customer focus and excellence in service; Willingness to learn, grow, and advance professionally; Collaborative spirit and teamwork; Ethical, respectful, and courteous daily conduct. **Why choose the Netway Group?** Our culture is our DNA. It sustains our success and guides our future. To provide a complete and positive professional journey, we offer: Meal allowance card; Complimentary internet after 3 months of experience; Life insurance; Discounts on company products and services; Continuous training and development; Collaborative and welcoming environment; Frequent feedback and development plans; Incentives for innovation and creativity. **Employment Type: CLT – On-site** Working Hours: Monday to Friday: 08:00–18:00 (with 2-hour break) Saturdays: 08:00–12:00