Browse
···
Log in / Register
Job Summary: Technical Support I to provide customer service and general support, identifying, classifying, and resolving requests, documenting processes, and ensuring customer satisfaction. Key Highlights: 1. Real opportunities for learning, innovation, and growth 2. A dynamic, collaborative, and results-oriented environment 3. A market-leading company and an innovative multinational **Join an innovative multinational!** We are a technology multinational that develops strategic intelligence systems and solutions for companies across diverse industries, 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 and telecommunications service providers**, offering an integrated platform that automates operational, administrative, and financial processes—delivering greater efficiency and control to 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 **most awarded software in the sector**, 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 real 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**, and contribute to advancing the internet service provider market in Brazil and Latin America through technology. **Responsibilities and Duties** * Provide customer service, delivering general and targeted support aligned with the specific needs of the team you serve; * Accurately identify and classify completed service interactions, associating them with appropriate reasons; * Document and track adjustment requests related to processed data or information, ensuring accuracy and traceability; * Ensure all service interactions are correctly routed to the appropriate department based on the customer’s stated needs; * Document and monitor identified bugs and failures, maintaining continuous and effective communication regarding request status with both customers and internal teams; * Collaborate in creating and maintaining internal documentation—including manuals, step-by-step guides, videos, and team instructions—to promote best practices; * Strive to resolve customer requests during the first contact, promoting agility and efficiency in service 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 service rules and company quality standards; * Perform other duties related to the position. **Requirements and Qualifications** **Education:** * Minimum: Completed high school or currently pursuing a university degree. * Preferred: Currently pursuing a university degree 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; * Strong typing skills and ability to record information quickly and accurately; * Well-developed written communication, 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 understanding of data analysis and identification of inconsistencies; * Fundamental knowledge of Microsoft Office Suite (Word, Excel, PowerPoint). **Behavioral Skills:** * Strong oral and written communication; * Empathy and patience when interacting with customers; * 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 development and growth plan** (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’re 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 sectors. And this is where the magic happens. **Our objective is clear:** We aim to assist entrepreneurs in making decisions that 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 have a branch in **Campina Grande/PB**, currently experiencing robust growth. We rely on top-tier professionals to sustain our upward trajectory. Among our solutions, we already serve clients in over 20 countries via Wispro—the Argentine solution acquired by IXC Soft—which is actively supporting our international expansion. We seek to build a team of professionals committed to continuous learning, becoming increasingly competent and consistently driving their career advancement 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. Therefore, IXC Soft offers a wide range of benefits within a **diverse, collaborative, and inclusive environment**. We believe happy people perform better and stay more motivated. We are 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 are proud to be a **GPTW award-winning company**, and we rank among Santa Catarina’s Top 30 Best Companies to Work for in 2024/2025\.
