Technical Assistant - North Zone/SP

Description

Job Summary: Professional responsible for monitoring and handling customer service activities, ensuring process execution and improving the end-customer experience. Key Highlights: 1. Ensure high-quality and productive delivery of services and achievement of goals 2. Monitor and handle customer service activities 3. Enhance the end-customer service experience Vice Presidency: VP ENGINEERING AND CUSTOMER SERVICES Directorate: SÃO PAULO CAPITAL REGIONAL Work Location: AV. MARQUES DE SÃO VICENTE, 288 \- BARRA FUNDA \- SÃO PAULO/SP Monitor and handle customer service activities, ensuring execution of processes related to installation, faults, and other cluster-related services. Guarantee delivery and achievement of company-set targets with quality and productivity, enhancing the end-customer service experience. **Responsibilities and Duties** Monitor and handle customer service activities, administratively directing execution of processes related to installation, faults, and provisioning. Comply with requirements for maintaining the Occupational Health and Safety Management System, participate in Occupational Health and Safety programs, understand Telefônica’s Environmental Policy, and implement it in daily activities to ensure sound environmental management practices within the company. Monitor incoming online repair requests and track external network and internal infrastructure incidents to identify issues related to Internet, TV, and VOIP. Guarantee delivery and achievement of company-set targets with quality and productivity, contributing to improvement of the end-customer experience. Responsibilities and Duties * Monitor incoming repair requests from start to finish; * Track external network and internal infrastructure incidents; * Follow up with responsible departments for timely responses; * Monitor and handle customer service activities, administratively directing execution of processes related to installation, faults, and other services; * Handle and route customer complaints across the company’s entire workflow; * Control and monitor SLAs for field-executed activities; * Monitor activity scheduling and routing for field operations; * Contact customers to evaluate and validate delivered services; * Manage customer appointments and monitor execution of specialized labor for specific services; * Continuously interact with management, reporting on monitoring progress, operational status, and any deviations from field operations. **Requirements and Qualifications** **Essential Requirements:** Education: Completed High School; Intermediate knowledge of Excel and Windows; Knowledge of Quality and Productivity KPIs/Indicators. **Desirable Requirements:** * Pursuing a Bachelor’s degree in related fields; * Basic English; * Additional advantage: familiarity with systems including Next, Siebel, WFM, Sagre, Sigres, Efika, Fusions, Sigma, Wisetool, ETA\-Direct (zeus), and DM. Work Location: São Paulo \- SP **Additional Information** Here’s what we offer you: At Vivo, we spare no effort in supporting and valuing our employees. These are not only excellent benefits, but also flexible ones. • Choose the ideal benefit for you and your dependents via a digital platform offering multiple categories including Gym, Meal Voucher (VR), Food Voucher (VA), Pharmacy Allowance, Medical Assistance, Dental Assistance, and Life Insurance; • Corporate mobile phone. Yes — a brand-new smartphone for you! • Unlimited voice and data plan! Yes — truly unlimited! With Vivo’s best mobile network, even faster with Vivo’s 5G! • An exclusive Vivo offer with special discounts on landline, broadband, TV, and apps; • Eligibility for annual Bonus or Profit Sharing (PPR); • Plan your future through our Private Pension Plan; • Have children? You’ll receive a subsidy to help cover school, daycare, or nanny expenses; • Work in an environment that respects your personality, dress style, and individuality — be authentically you. \#VemdeVocê • Work remotely up to two days per week. \#Mobility • Enjoy flexible working hours; • Take a day off (Day Off) to celebrate your birthday; • Participate in one of the largest corporate volunteer programs to transform the world; • Benefit from our Educational Development Program, which offers partnerships with educational institutions at discounted rates, certifications, and online courses; • Accelerate your career through our Internal Recruitment Program, available both in Brazil and internationally — after all, we operate in over 17 countries! \#VivoMinhaCarreira • Access a range of initiatives designed to improve your physical, emotional, and social well-being! Here, we have \#VivoBemEstar, encouraging our team to adopt healthy habits and enjoy a better quality of life! Available to our employees are consultations with nutritionists, psychologists, social workers, telemedicine services, and much more! • All our job openings are open to persons with disabilities and/or rehabilitated individuals. We foster a culture that values diversity, differences, and people’s potential! \#VivoDiversidade \#VemPraVivo Important: The only way to apply for Vivo’s selection processes is through the company pages on the Gupy platform https://vivo.gupy.io — there is no application or hiring fee. We are part of Telefônica Group, Brazil’s telecommunications leader. Our purpose is to **Digitalize to Connect**, bringing people, businesses, and society closer together, building a more connected nation and transforming the lives of Brazilians. We aim to expand autonomy, personalization, and real-time choices for our customers, placing them in control of their digital lives — securely, reliably, and with the quality only Vivo delivers. To achieve this, we lead a digital transformation process and are revolutionizing our company from within. We’ve implemented agile methodologies across the organization, seeking innovative and collaborative ways of working. We strive to foster a diverse and inclusive environment that stimulates creativity, drives innovation, and boosts engagement. At Vivo, culture is the force that transforms strategy into action. We’re driven by **Purple Passion** — our unique ability to envision, execute, and overcome barriers with entrepreneurial courage, anticipate trends, and build a future we’re proud of. This energy connects diversity, innovation, and sustainability, turning purpose into impact through technology and its infinite possibilities. **To live this essence, we seek people who embody our 5 Passions** — behaviors reflecting who we are and how we make a difference: * **"The customer’s time is now"**: Immediately address what truly matters to the customer. * **"People are our best technology"**: Adopt a constructive attitude, collaborate, and trust in connections. * **"Curiosity pays off"**: Act courageously, test new ideas, and learn from every discovery. * **"Simplicity is possible"**: Get straight to the point, solve with those who matter, and simplify the path. * **"Results are my responsibility"**: Take ownership of your actions and outcomes, recognizing that omissions also create impact. We believe **diversity** — in people, experiences, cultures, behaviors, skills, and attitudes — is a key differentiator, reflecting the society in which we live. We maintain a robust internal program grounded in five pillars: Gender, LGBTI\+, Race, Persons with Disabilities (PcD), and 50\+, ensuring a more inclusive culture and a more diverse, representative workplace. We are a **technology** company inspired by diversity and **innovation**, offering space for everyone, supporting and embracing differences. We believe the path to delivering the best experience to our customers begins with providing an excellent experience for our employees. **\#VemPraVivo**