Job Summary: Responsible for providing advanced technical support to customers, assisting the customer service team, and managing support processes. Key Highlights: 1. Advanced technical support to customers (Fiber PF, PJ, Gamer) 2. Guidance and support to Level 1 customer service team 3. Monitoring of requests in ERP and proactive support * Responsible for providing guidance and support to Level 1 customer service team, assisting in skill development and resolution of more complex issues. * Responsible for logging customer service requests in the system; responsible for creating service orders (SO) and forwarding them to the respective department. * Deliver advanced technical support to customers: **Fiber PF, PJ, Gamer.** * Monitor requests assigned within ERP; provide proactive support to customers (e.g., disconnected users...). * Maintain cleanliness and proper care of the workplace and equipment; implement UniFi network projects. * Conduct feasibility analysis and technical site visits for new business customers; perform monitoring using ZABBIX and THE DUDE. * Perform Level 1 Support processes when requested. * Handle repeat customers. * Provide technical support to retention customers (due to technical issues). **REQUIREMENTS** * Proficiency and practical experience with Microsoft Office suite. * Computer literacy. * Basic knowledge of computer networks. * Experience in customer service – technical support. * Knowledge of MikroTik. * Driver’s license category B. * Knowledge of UniFi projects. * Minimum 6 months of experience in technical support within the telecommunications field. **BENEFITS** * Bradesco health insurance plan with 30% co-payment. * Meal allowance: BRL 35 per business day (no payroll deduction). * Transportation allowance (no payroll deduction). * Fuel allowance. * Wellhub (Gympass). * Uniodonto dental plan at no cost to the employee. * Corporate university. * Life insurance.