Job Summary: Technical Support I will provide general customer support and assistance, identifying, classifying, and resolving requests, as well as documenting and tracking incidents and adjustments. Key Highlights: 1. Working for an innovative, market-leading multinational 2. Learning and growth opportunities in a dynamic environment 3. Focus on real business and people impact through technology **Join an innovative multinational!** We are a technology multinational developing strategic intelligence systems and solutions for companies across diverse sectors, operating through Business Units that connect innovation, technology, and purpose. The **IXC Provider** is one of our main Business Units and a reference in solutions for managing **Internet Service Providers (ISPs) and telecommunications companies**, offering an integrated platform that automates operational, administrative, and financial processes—delivering greater efficiency and control for ISPs of all sizes. We are the **market leader in Brazil’s largest ISP ecosystem**, recognized as the best management system for ISPs and the **sector’s most awarded software**, according to RTI Magazine. Following our merger with the Argentine company **Wispro**, we have expanded our international presence across Latin America. We believe technology only makes sense when it delivers **real impact on businesses and people**. Therefore, we offer a dynamic, collaborative, and results-oriented environment with genuine opportunities for learning, innovation, and growth—including within an international context. **We are seeking a Technical Support I** to join the **IXC Provider** team, based in **Chapecó \- SC**, contributing to the evolution of the ISP market in Brazil and Latin America through technology. **Responsibilities and Duties** * Provide customer support, delivering general and targeted assistance aligned with the specific needs of the team you serve; * Accurately identify and classify completed support interactions, associating them with appropriate reasons; * Document and track adjustment requests related to processed data or information, ensuring accuracy and traceability; * Ensure all support interactions are correctly routed to the appropriate department, based on the customer’s stated needs; * Document and track identified bugs and incidents, ensuring continuous and effective communication regarding request status to customers and internal teams; * Collaborate in creating and maintaining internal documentation—including manuals, step-by-step guides, videos, and team instructions—contributing to the dissemination of best practices; * Strive to resolve customer requests during the first contact, promoting agility and efficiency in support delivery; * Collaborate with related departments to ensure complete and effective resolution of customer requests; * Monitor and adjust daily performance against key team metrics, such as queue time, customer satisfaction (CSAT), and adherence to support rules and company quality standards; * Perform other duties related to this position. **Requirements and Qualifications** **Education:** * Minimum: Completed high school or currently pursuing undergraduate studies. * Preferred: Undergraduate studies underway in related fields such as Information Technology, Business Administration, Artificial Intelligence, Business, Accounting, Data Engineering, or other areas relevant to the responsibilities of this role. **Experience:** * Minimum: No prior experience required. * Preferred: 6 months to 1 year of experience in customer service, basic technical support, or administrative roles. Familiarity with support tools, call centers, management systems, or CRM platforms. **Technical Knowledge/Skills:** * Proficiency with computers and technological tools; * Good typing speed and ability to record information quickly and accurately; * Well-developed written communication skills, ensuring clarity and conciseness in interactions; * Articulate verbal communication to convey information clearly; * Basic knowledge of support-related processes and procedures; * Ability to record and organize information clearly and objectively; * Basic data analysis and inconsistency identification skills; * Fundamental knowledge of Microsoft Office Suite (Word, Excel, PowerPoint). **Behavioral Skills:** * Strong oral and written communication skills; * Empathy and patience in customer interactions; * Organization and attention to detail; * Willingness to learn and adapt quickly to new situations; * Proactivity in identifying and implementing solutions; * Ability to work effectively in a team; * Punctuality in meeting schedules and deadlines; * Active listening to understand customer and colleague needs and expectations; * Efficient time management to prioritize tasks and ensure high-quality deliverables. **Additional Information** * **Breakfast** (optional); * **Free lunch** for employees; * **Daily healthy snack;** * **Transportation allowance**: You are entitled to transportation allowance as stipulated by the Consolidated Labor Laws (CLT); * **Dental plan** (Uniodonto, per internal policy); * **Health insurance** (Unimed, per internal policy); * **Education assistance** (per internal policy); * **Career and Development Plan** (per internal policy); * **Performance bonus** (per internal policy); * **Workplace gymnastics;** * **Rest area;** * **Birthday day off;** * **Partnerships** with: Universities; Language schools; Ótica Berlim; Deatec; CPO Clínica Psicológica do Oeste. **Hello, we are the IXC Softers!** Now you’ll learn how the IXC Soft giant operates. To begin, we’d like to share that it is **a multinational systems development company**, focused on building strategic intelligence tools for companies across various industries—and this is where the magic happens. **Our objective is clear:** We aim to help entrepreneurs make decisions that truly make a difference in negotiations and demand management. How do we achieve this? Through hard work, dedication, study, and light moments throughout the process. Our **headquarters is located in Chapecó/SC**, occupying an area exceeding 9\.000 m². We also operate a branch in **Campina Grande/PB**, currently experiencing strong growth. We rely on top-tier professionals to sustain our continued ascent. Through our solutions—including those from Wispro, the Argentine solution acquired by IXC Soft—we already serve clients in over 20 countries, supporting our international expansion. We seek to build a team of professionals committed to continuous learning—becoming increasingly competent and consistently driving their career growth and results. **What are the values of every IXC Softer?** We aspire to grow and stand out, making our work and the solutions we offer even more valuable. To achieve this, we invest in professional development, value humanity, and act with social and environmental responsibility. That’s why IXC Soft offers a wide range of benefits in a **diverse, collaborative, and inclusive environment**. We believe happy people work better and with greater motivation. We’re already a team of over 500 IXC Softers—bringing together diverse talents and leveraging the best technologies, equipment, and software to achieve exceptional results. We’re proud to be a **GPTW award-winning company**, and ranked among the Top 30 Best Companies to Work for in Santa Catarina in 2024/2025\.
João Silva
Indeed · HR
João Silva
Indeed · HR
