Technical Support Level 2

Description

Job Summary: We are seeking committed and analytical professionals to join our Technical Support Level 2 team, ensuring service quality and delivering the best customer experience. Key Highlights: 1. Handle more complex requests and develop technical expertise. 2. Contribute to the continuous improvement of processes. 3. Experience in technical support (preferably Level 2 or advanced Level 1). Join our Technical Support team! We seek committed professionals with an analytical profile and a strong focus on problem resolution to work in our Technical Support Level 2 department, ensuring service quality and delivering the best experience for our customers. Here, you will have the opportunity to handle more complex requests, enhance your technical knowledge, and directly contribute to the continuous improvement of processes. Responsibilities and Duties: * Responding to and resolving medium- and high-complexity technical support tickets; * Analyzing and diagnosing connectivity, equipment, and network failures; * Providing support and guidance to field technicians during external service calls; * Monitoring incidents and meeting SLA requirements; * Validating and provisioning equipment; * Collaborating with other departments to resolve requests; * Identifying recurring issues and proposing improvements; * Documenting all actions taken in detail within the system. Requirements and Qualifications * Experience in technical support (preferably Level 2 or advanced Level 1); * Knowledge of networks, equipment, and failure diagnosis; * Strong communication skills and ability to work effectively in a team; * Analytical and proactive mindset; * Ability to work under pressure and manage multiple tasks simultaneously; * Desire for continuous learning and professional growth. Advantages: * Technical or undergraduate degree in Networking, Telecommunications, or related fields; * Prior experience with Internet Service Providers (ISPs); Benefits: * Salary negotiable; * Meal voucher: BRL 25.00/day; \| Transportation voucher: BRL 11.20/day; * Health insurance; * Dental insurance; * Gympass; Minimum Education: Technical Course