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Job Summary: The Netway Group is seeking a professional for first-level support, responsible for handling calls, chats, and tickets, with an emphasis on efficient resolution and empathetic customer service. Key Highlights: 1. First-level customer service with a focus on clients and excellence 2. Collaborative and welcoming environment with continuous development 3. Incentives for innovation and creativity **Nice to meet you — we are the 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 benchmark in what we do, united in pursuing our purpose: "Exceeding expectations by connecting people and organizations, breaking down barriers." With a 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-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, and more. Our commitment extends beyond internet — we strive to deliver well-being, convenience, and technological advancement to our customers. **Join the Netway Group and make your mark while making history.** **Responsibilities and Duties:** First-level support: Handle calls, chats, and tickets from customers experiencing basic technical issues. Incident logging: Accurately identify, log, and categorize incidents in the system. Initial guidance: Provide first-level guidance, such as equipment rebooting, cable verification, and simple configuration checks. Escalation of incidents: Forward unresolved incidents to higher-level support (N2/N3\). Support follow-up: Monitor open support cases and ensure timely customer follow-up 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 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; Training and continuous development; Collaborative and welcoming environment; Frequent feedback and personalized development plans; Incentives for innovation and creativity. **Employment Type: CLT – On-site** Working Hours: Monday to Friday: 9:00 AM to 6:00 PM (with a 1-hour break) Saturdays: 8:00 AM to 12:00 PM
