Level 1 Support Agent

Description

Job Summary: We are seeking a professional for first-level support, incident ticket registration, and basic technical guidance—focused on exceeding expectations and connecting people. Key Highlights: 1. First-level customer support and incident ticket registration 2. Focus on empathetic service and efficient resolution 3. Collaborative and welcoming environment with a career development plan **Job Description** **Hello, we are Teleturbo and Grupo Netway!** 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 our purpose: “Exceeding expectations, connecting people and organizations, breaking boundaries.” With a presence in more than 40 cities across several Brazilian states, we deliver high-quality, stable connectivity to over 70,000 customers nationwide. Our connection goes beyond providing reliable internet. We operate our own fiber-optic 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 provide well-being, convenience, and technological advancement for our customers. **Join Teleturbo and Grupo Netway and leave your mark while making history.** Responsibilities and Duties First-level support: Handle customer calls, chats, and tickets regarding basic technical issues. Incident ticket registration: Accurately identify, register, and categorize incidents in the system. Initial guidance: Provide first-level instructions, such as equipment rebooting, cable verification, and simple configuration checks. Escalation of incidents: Forward unresolved incidents 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 support 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 empathetic 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, computing, or related fields. **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 service excellence. Demonstrate eagerness to learn—pursuing growth and development. Work collaboratively—with teamwork spirit and a positive attitude. Maintain respect and courtesy in all interactions. **Why choose Teleturbo and Grupo Netway?** Our culture is our DNA. It has sustained our success so far and will continue to be the foundation for our future. To ensure a complete and positive employee journey, we offer a career development plan, market-competitive remuneration, performance-based bonuses, meal vouchers, transportation vouchers, internet vouchers, life insurance, partnerships with local institutions, and a collaborative and welcoming work environment. **Employment Type: CLT – On-site** Working Hours: Monday to Friday: 8:00 AM to 6:00 PM (with 2-hour break) Saturdays: 8:00 AM to 12:00 PM.