Level 2 Support Agent

Description

Job Summary: Join Netway Group as a Level 2 Technical Support Agent, delivering advanced support, analyzing complex failures, and performing remote equipment configuration—aiming for service excellence and professional development. Key Highlights: 1. Advanced technical customer support (Level 2) 2. Analysis and resolution of complex service tickets 3. Collaboration with internal technical teams **Hello, we are Netway Group!** Here, we have a large team that makes everything happen. It is through the effort and dedication of each of our people that we have become a reference in what we do, united in pursuing our purpose: “Exceeding expectations by connecting people and organizations, breaking boundaries.” 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 Netway Group and make your mark, shaping history.** **Responsibilities and Duties** TECHNICAL CUSTOMER SUPPORT (LEVEL 2): Deliver more advanced technical support than Level 1, including analysis of persistent faults, intermittent issues, equipment configuration problems, and other incidents unresolved at the first level. ANALYSIS AND RESOLUTION OF COMPLEX SERVICE TICKETS: Investigate root causes of incidents using internal systems and monitoring tools to identify network or customer equipment failures. CREATION AND TRACKING OF TECHNICAL SERVICE ORDERS: When required, engage field teams or escalate cases to Level 3 or Network Engineering. REMOTE EQUIPMENT CONFIGURATION: Assist customers remotely with router, ONU, PPPoE authentication, and other configurations. UPDATING RECORDS AND SUPPORT SYSTEMS: Ensure all support interactions are properly documented in CRM or helpdesk systems, detailing actions performed. ESCALATION OF CRITICAL CASES: Identify and redirect situations beyond one’s scope to responsible departments, ensuring continuity of customer support. COLLABORATION WITH INTERNAL TECHNICAL TEAMS: Work jointly with Level 3 Support and Network Engineering to exchange information and resolve systemic issues. CUSTOMER EDUCATION: Guide customers on best practices for internet usage, router placement, firmware updates, and basic network security. COMPLIANCE WITH SLA (SERVICE LEVEL AGREEMENTS): Operate within established response times and quality standards for technical support. PARTICIPATION IN INTERNAL TECHNICAL TRAININGS: Attend ongoing company-provided trainings aimed at technical development and progression to higher levels. **Requirements and Qualifications** Completed high school (mandatory); Technical course or enrollment in undergraduate programs such as Computer Networks, Information Technology, Information Systems, Computer Engineering, or related fields is desirable. Prior experience in technical support or internet support (minimum 6 months) is desirable; Experience working at an Internet Service Provider (ISP) will be considered a differentiator. **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 excellence in service. Demonstrate willingness to learn, seeking growth and advancement. Collaborate effectively, exhibiting teamwork and a positive attitude. Maintain respect and courtesy in all interactions. **Why choose Netway Group?** Our culture is our DNA. It has sustained our success so far and will continue to serve as the foundation for our future. To provide a complete and positive employee journey, we offer career development plans, market-competitive remuneration, performance-based bonuses, meal allowance, transportation allowance, internet voucher, life insurance, partnerships with local institutions, and a collaborative, welcoming environment. **Employment Type: CLT – On-site** Working Hours: Monday to Friday: 8:00 AM to 6:00 PM (with 2-hour break) Saturday: 8:00 AM to 12:00 PM.