Technical Assistant

Description

Job Summary: Manage and monitor customer services, ensuring quality and timeliness in installation, repair, and maintenance of networks, supporting the company’s technological evolution. Key Highlights: 1. Support technological advancement and network expansion 2. Ensure speed and quality in B2B and B2C services 3. Focus on process improvement to enhance customer satisfaction VP of Engineering and Customer Services Director of Customer Services – São Paulo Metropolitan Area Work Location: São Paulo/SP To deliver a better experience for our customers, we have the Engineering and Customer Services team. The Engineering team is responsible for exploring new technologies, planning the telecom network, and driving technological expansion of our products and infrastructure. The Customer Services team ensures speed and quality in repair, installation, and maintenance of fixed-line, mobile, and TV services for B2B and B2C customers. Through consistent project execution and planning, we implement the company’s technological evolution, increasing network capacity. Want to join this team? Then come aboard! **Responsibilities and Duties*** Monitor service dashboards and provide direct field support. * Monitor and manage customer service activities, administratively assigning tasks related to installation, faults, address changes, and provisioning; * Support monitoring of quality indicators for installations, address changes, and repairs; * Implement process improvement initiatives focused on customer satisfaction, based on TDNA scores and feedback; * Manage compliance with ANATEL deadline indicators; * Manage escalations, VIP, and V-class customers; * Track backlog and prioritize emails; * Report daily situations/issues; * Update operational reports; * Identify potential failures and deviations in exception volumes, escalating them to partner areas; * Contribute to resolving area-specific issues by identifying potential failures and escalating deviations in exception volumes to interfacing departments, as needed. **Requirements and Qualifications** Essential Requirements: Completed high school education with official graduation certificate; Intermediate-level proficiency in Excel and Windows; Knowledge of Quality and Productivity KPIs/indicators; Familiarity with project management tools; Desirable (but not mandatory): knowledge of Next, Siebel, NSIA, WFM, Remedy, CSO, Sagre, Sigres, Efika, ETA\-Direct, and DM systems. **Additional Information** Here’s what we offer you: At Vivo, we spare no effort in supporting and valuing our employees—not only offering excellent benefits but also flexible ones. • Choose the ideal benefit for you and your dependents via a digital platform covering multiple categories—Gym, Meal Voucher (VR), Food Voucher (VA), Pharmacy Allowance, Medical Assistance, Dental Assistance, and Life Insurance; • Corporate mobile phone. Yes, a brand-new smartphone for you! • Unlimited voice and data plan! Yes, unlimited! With Brazil’s best mobile network—faster than ever thanks to Vivo’s 5G! • An exclusive Vivo offer with special discounts on landline, broadband, TV, and apps; • Eligibility for annual Bonus or Profit Sharing (PPR); • Plan your future through our Private Pension Plan; • Have children? You’ll receive a subsidy to help cover school, daycare, or babysitter expenses; • Work in an environment that respects your personality, dress style, and individuality—you can truly be yourself. \#VemdeVocê • Work remotely up to two days per week. \#Mobility • Enjoy flexible working hours; • Take a day off (Day Off) to celebrate your birthday; • Join one of the largest corporate volunteer programs to transform the world; • Benefit from our Educational Development Program, offering partnerships with educational institutions at discounted rates, certifications, and online courses; • Accelerate your career through our Internal Recruitment Program—across Brazil or internationally, as we operate in over 17 countries! \#VivoMinhaCarreira • Access a suite of initiatives to improve your physical, emotional, and social well-being! Here, we run \#VivoBemEstar, encouraging our team to adopt healthy habits and enjoy a higher quality of life! Our employees have access to nutritionist consultations, psychologists, social workers, telemedicine, and more! • All our positions are open to people with disabilities and/or rehabilitated individuals. We foster a culture that values diversity, differences, and individual potential! \#VivoDiversidade \#VemPraVivo Important: The only way to apply to Vivo’s selection processes is through the company pages on Gupy’s platform: https://vivo.gupy.io. No application or hiring fees apply. We are part of Telefônica Group, Brazil’s telecommunications leader. Our purpose is to **Digitalize to Connect** people, businesses, and society as a whole—building a more connected nation and transforming the lives of Brazilians. We aim to expand autonomy, personalization, and real-time choices for our customers, placing them firmly in control of their digital lives—with security, reliability, and the unmatched quality only Vivo delivers. To make this possible, we lead a digital transformation journey and are revolutionizing our company from within. We’ve implemented agile methodologies across the organization, connecting us with the most innovative and collaborative ways of working. We strive to foster a diverse and inclusive environment that stimulates creativity, drives innovation, and increases engagement. At Vivo, culture is the force that transforms strategy into action. We’re driven by **Purple Passion**—our unique ability to envision, execute, and overcome barriers with entrepreneurial courage, anticipate trends, and build a future we’re proud of. This energy connects diversity, innovation, and sustainability—turning purpose into impact through technology and its infinite possibilities. **To live this essence, we seek people who embody our 5 Passions**—behaviors reflecting who we are and how we make a difference: * **"The customer’s time is now"**: Solve immediately what matters most to the customer. * **"People are our best technology"**: Adopt a constructive attitude, collaborate, and trust in human connections. * **"Curiosity is cool"**: Act courageously, test new ideas, and learn from every discovery. * **"Simplicity is possible"**: Get straight to the point, solve with those who matter, and simplify the path. * **"Results are my responsibility"**: Own your actions and outcomes, recognizing that omissions also generate impact. We believe **diversity**—in people, experiences, cultures, behaviors, skills, and attitudes—is a differentiator that reflects the society we live in. We maintain a robust internal program built upon five pillars: Gender, LGBTI\+, Race, Persons with Disabilities (PcD), and 50\+, to ensure a more inclusive culture and a diverse, representative workplace. We are a **technology** company, inspired by diversity and **innovation**, offering space for everyone, supporting and embracing differences. We believe the path to delivering the best experience to our customers begins with delivering an excellent experience to our employees. **\#VemPraVivo**