Technical Support Analyst - Level I

Description

Job Summary: The Level I Technical Support Analyst is responsible for providing efficient support to customers, resolving internet-related issues, and ensuring their satisfaction. Key Highlights: 1. Provide efficient support and resolve internet-related issues for customers. 2. Monitor internet services and analyze customer connections. 3. Support the Corporate Business sector and assist in flow analysis. **Description:** ---------------- The Technical Support Analyst \- Level I position is responsible for providing efficient support to customers, resolving internet-related issues, and offering guidance to ensure their satisfaction and positive experience. Additionally, the Analyst seeks to understand customer needs, providing clear and effective guidance for the proper use of DigitalNet's internet services. Key Responsibilities * Assist customers via phone and chat, ensuring immediate assistance in case of internet connection issues. * Continuously monitor internet services using graphical analysis systems. * Analyze customer connections and document support interactions through the ERP Integrator system and other systems, correcting any connectivity issues affecting customers. * Support the Corporate Business sector by clarifying inquiries and coordinating service delivery to corporate clients and those with dedicated links. * Handle customer inquiries or follow-ups regarding scheduling of requested services. * Verify the normalization of the customer's internet connection using an internal checklist to ensure compliance with DigitalNet's standards. * Assist the Supervisor in analyzing customer flows and wait queues, reporting anomalies and proposing immediate solutions to meet waiting time and service duration performance indicators. Compensation Information * Base salary: R$ 2\.460,00 Benefits: * Meal allowance: R$ 800,00\. * Welhub (Gympass). * Internet plan discount for employees. * Health insurance. * Life insurance. Working Hours: 2:00 PM to 10:20 PM\. Work Location: * Rua Naor Lemes Barbosa, 32\. Itamaracá. **Requirements:** ----------------- Hard Skills * Completed high school education. * Minimum 6 months of prior experience in customer service areas, preferably in technical support roles, gained at external companies. * Basic knowledge of customer service techniques. * Basic knowledge of technology and computer network infrastructure.