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Job Summary: A first-level technical support professional providing customer support, registering incident tickets, and escalating issues, with emphasis on effective communication and efficient resolution. Key Highlights: 1. First-level technical support and incident ticket registration 2. Focus on empathetic customer service and efficient resolution 3. Proactivity, collaboration, and willingness to learn **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 benchmark in what we do, united in pursuing our purpose: “Exceeding expectations by connecting people and organizations, breaking boundaries.” With a presence in over 40 cities across multiple Brazilian states, we deliver high-quality, stable connectivity to more than 70,000 customers nationwide. Our connection goes beyond offering 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 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. Incident escalation: forward unresolved incidents to higher support levels (L2/L3). 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 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 customer 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. Prioritize the customer—focusing on excellence in service. Demonstrate willingness to learn—seeking growth and development. Collaborate effectively—embracing teamwork and maintaining 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 serving as the foundation for our future. To ensure a complete and positive employee journey, we offer career development plans, market-competitive remuneration, performance-based bonuses, meal vouchers, transportation vouchers, internet vouchers, 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 a 2-hour break) Saturdays: 8:00 AM to 12:00 PM.
