General Job Description The Fibralink Technical Support Operator is responsible for providing **technical customer service**, delivering **first-level support**, with a focus on **quality, empathy, and effective resolution of internet connection-related issues**. Communicates directly with customers via **telephone and WhatsApp (chat)**, applying active listening to understand their needs, provide accurate guidance, and identify the fastest and most appropriate solution—ensuring a **positive experience and minimizing rework or dissatisfaction**. Key Responsibilities * Provide customer support via telephone and WhatsApp, delivering **first-level technical support**; * Apply **active listening and clear communication** to identify the root causes of reported issues; * Perform basic diagnostics of connectivity and instability; * Guide customers on **basic network configurations**, such as Wi-Fi, routers, modems, network cables, and equipment placement; * Execute standardized technical procedures according to internal guidelines; * Record all interactions in internal systems (CRM / support system) **completely, clearly, and consistently**; * Escalate tickets to higher levels (L2 / field) when necessary, providing complete and well-organized information; * Monitor tickets until closure, ensuring customers receive follow-up on their cases; * Contribute to the **continuous improvement of the customer experience**, reporting recurring failures or opportunities for improvement. Compensation and Benefits * **Working hours:** 44 hours per week * **Fixed salary:** R$1718.67 * **Variable bonus:** based on performance and departmental metrics * **Health plan:** SulAmérica * **Dental plan:** SulAmérica * **Wellhub (gyms and wellness)** * **Monthly food basket** * **Free internet plan** * **Transportation voucher:** optional (legal deduction of up to 6%) * **Day Off:** during the employee’s birth month Important Notes * Accurate recording of all interactions is **mandatory** and essential for ongoing support; * The operator must adhere to the company’s **defined technical procedures and workflows**; * This role requires a professional demeanor, patience, and a solutions-oriented mindset; * When required, the operator must collaborate closely with Quality, Retention, and Field Technical teams. Expected Role Outcomes ✔ Technical issues resolved at first contact whenever possible ✔ Reduced rework and repeat calls ✔ Clear, empathetic, and organized service ✔ Complete and reliable technical records ✔ Continuous improvement of the customer experience