Internal Support Analyst (Level 1)

Description

Job Summary: Work as a Level 1 Internal Support Analyst, serving as the first point of contact for technical support to internet service provider customers, with a focus on resolving connectivity issues. Key Highlights: 1. Customer support for internet service providers, Level 1 technical support 2. Identification, registration, and classification of technical tickets 3. Focus on organization, proactivity, and resolution of technical issues **Position: Internal Support Analyst (Level 1)** Location: Santa Luzia/MG (On-site) Shift: 12x36 **About the Opportunity** We are seeking an **Internal Support Analyst (Level 1)** to provide customer support for internet service providers, acting as the first point of contact for technical assistance. **Main Responsibilities** * Provide customer support via phone, chat, and/or internal systems; * Identify, register, and classify technical tickets; * Deliver initial (Level 1) support for broadband internet services, including: * Connection instability or slowness; * Signal drops; * Difficulty accessing the internet; * Basic router support (rebooting, simple Wi-Fi configuration); * Guide customers through basic connection tests and troubleshooting; * Perform initial network validations (system queries, link and equipment status checks); * Escalate tickets to higher levels (Level 2) when necessary; * Track and provide updates to customers regarding ticket progress; * Record all interactions in the system to ensure organization and traceability; * Contribute to continuous improvement of support processes. **Requirements** * Completed high school education; * Strong verbal and written communication skills; * Proficiency with technology and systems; * Analytical and proactive mindset; * Organized and focused on problem resolution; * Availability to work on a 12x36 shift schedule; **Preferred Qualifications (not mandatory):** * Interest in or basic knowledge of networking, internet, or technology. **What We Offer** * Health and dental insurance * Meal or food allowance (iFood Benefícios) * Transportation allowance or fuel voucher * Monthly performance bonuses * Life insurance * Pharmacy benefits * University tuition benefits * Two monthly therapy sessions * One monthly nutritionist session * Gympass * Daily breakfast * Referral bonus * Diverse, collaborative, and fiber-rich environment! Compensation: R$1.620,00 – R$1.771,00 per month Benefits: * Medical assistance * Dental assistance * Fuel allowance * Commercial agreements and discounts * Free parking * Life insurance * Food allowance * Meal allowance * Transportation allowance Work Location: On-site