Technical Support Leader

Description

Job Summary: We are seeking a Technical Support Leader to manage the customer service team, ensuring operational excellence, high-quality customer support, and efficiency in technical processes. Key Highlights: 1. Lead and supervise the technical support team (chat and voice) 2. Ensure quality and responsiveness in customer service 3. An environment that encourages professional and personal growth Position: Technical Support Leader (Telecom) We are a market reference in telecommunications and hold the **#1 spot in the speed ranking in Santa Luzia**. We offer comprehensive solutions in **100% Fiber Optic Internet, landline telephony, and subscription TV**, always focusing on innovation, quality, and customer experience. Here, you will find a values-driven environment that fosters professional and personal growth. If you seek leadership, development, and real challenges, **this opportunity is for you**. **About the position** We are seeking a **Technical Support Leader** to directly manage the customer service team, ensuring operational excellence, high-quality customer support, and efficiency in technical processes. **Work Schedule** Monday to Friday \- 08:00 to 17:00 \- Saturday \- 08:00 to 12:00 **On-site** **Main Responsibilities** * Lead and supervise the technical support team (chat and voice); * Ensure quality and responsiveness in customer service; * Monitor performance indicators (response time, resolution rate, satisfaction); * Handle escalation of more complex technical issues; * Perform diagnostics and provide support for FTTH networks, routers, and connectivity; * Track technical tickets and coordinate with field teams; * Monitor networks and equipment via system; * Standardize and improve customer service processes; * Train and develop the team; * Ensure accurate recording and documentation of customer interactions; * Support internal and external departments in resolving technical requests. **Mandatory Requirements** * Completed high school education (ongoing undergraduate studies are a plus); * Prior experience in technical support (telecom experience preferred); * Knowledge of computer networking (basic/intermediate); * Proficiency in Microsoft Office suite; * Proactive, organized profile with a strong sense of urgency; * Strong communication skills and leadership ability. **Preferred Qualifications** * Experience leading teams; * Experience with Internet Service Providers (ISPs); * Knowledge of FTTH networks; * Ability to create and analyze spreadsheets (Excel); * Experience with KPIs and performance management; * Process documentation and continuous improvement experience. **Benefits** * iFood Card * Performance bonus * Health insurance * Dental insurance * Gympass * Clube Certo * Transportation allowance * Meal allowance / food voucher Employment Type: Full-time, CLT (Consolidation of Labor Laws) Salary: R$1\.700,00 \- R$2\.100,00 per month Benefits: * Medical assistance * Dental assistance * Meal allowance * Food voucher * Transportation allowance Work Location: On-site