Nice to meet you—we are Teleturbo and Netway Group! Here, we have a large team that makes everything happen! It is through the effort and dedication of each of our people that we have become a reference in what we do, united by our purpose: “Exceeding expectations, connecting people and organizations, breaking boundaries.” With a presence in over 40 cities across several Brazilian states, we deliver high-quality, stable connectivity, serving more than 70,000 customers nationwide. Our connection goes beyond providing reliable internet. We operate our own fiber route to São Paulo, ensuring superior performance when accessing websites and games hosted in that region. We also offer Value-Added Services (VAS) aligned with our audience, such as: Max, Paramount+, Globoplay, Telemedicine, among others. Our commitment extends beyond internet—we strive to provide well-being, convenience, and technological advancement for our customers. **Join Netway Group and make your mark—be part of history!** **Responsibilities and Duties:** **FIRST-LEVEL SUPPORT:** Handle customer calls, chats, and tickets regarding basic technical issues. **INCIDENT LOGGING:** Accurately identify, log, and categorize incidents in the system. **INITIAL GUIDANCE:** Provide first-level guidance, including equipment restarts, cable checks, and simple configuration verifications. **INCIDENT ESCALATION:** Forward unresolved incidents to higher-level support teams (Level 2/Level 3). **SUPPORT MONITORING:** Track open support cases and ensure timely customer follow-up within SLA deadlines. **2. JOB REQUIREMENTS** * Basic knowledge of networks and connectivity (Wi-Fi, modem, router). * Familiarity with customer support systems (CRM, Help Desk). * Basic understanding of service packages and ticket creation. * Strong communication skills, active listening, and empathy. * Ability to precisely follow scripts and protocols. * Focus on humanized service and efficient issue resolution. * Completed High School education. * Preferred: Currently enrolled in or graduated from a technical or undergraduate program in Information Technology, Computer Networks, Informatics, or related fields.