Relationship and Support Assistant II

Description

### **Relationship and Support Assistant II** If you enjoy technology, have an analytical mindset, and believe that excellent customer service makes all the difference in the customer experience, this opportunity may be for you. We are seeking a committed, proactive individual with strong technical skills to provide advanced support to our customers, ensuring humane, efficient, and high-quality service. **Key responsibilities:** * Provide multichannel customer service, adhering to the company's defined quality and excellence standards; * Deliver advanced technical support, assisting with equipment configuration, software installation, and connectivity issue resolution; * Analyze and resolve issues escalated from first-level support (N1\); * Handle critical, recurring, or high-impact customer cases; * Conduct in-depth technical analyses to identify and resolve failures; * Escalate and follow up with technical teams—including Networks, IT, Engineering, Field Operations, and Billing; * Ensure timely customer follow-up within agreed service level agreements (SLAs); * Act as a liaison between customers and specialized departments, promoting agility and alignment in solutions; * Log interactions and requests in information systems, ensuring data reliability; * Participate in training and development programs for continuous technical updating and growth; * Comply with internal policies, procedures, and best practices related to information security and service quality. **What we seek:** * Strong communication and interpersonal skills; * Analytical and organized mindset; * Aptitude for problem solving; * Proactivity and sense of priority; * Ability to handle critical situations calmly and with solution-focused orientation; * Knowledge of technical support, connectivity, and customer service. ✨ **Preferred qualifications:** * Experience in technical support or specialized customer service; * Familiarity with ticketing and monitoring tools; * Knowledge of networks, routers, and equipment configuration; * Experience in telecommunications or technology companies. **Requirements:** * Completed high school education; * Experience in customer service; * Residence in Novo Hamburgo or neighboring cities; **Voa Benefits:** * Meal allowance / food voucher * DayOff * Transportation allowance * Attendance bonus * Special internet plan * Hospital health insurance *Here, we value diversity and believe everyone has space to soar and grow with us—applications from all candidates are welcome.* Join us and soar! Minimum Education Level: High School (Secondary Education) Desired Education: *High School (Secondary Education)