Technical Assistant - Maringá/PR

Description

Job Summary: Professional responsible for handling customer complaints, monitoring SLAs, overseeing field activity scheduling and assignment, and coordinating and tracking specialized service appointments. Key Highlights: 1. Customer complaint handling and escalation 2. SLA monitoring and tracking for service delivery 3. Coordination with management regarding field operations Vice Presidency: VP ENGINEERING AND CUSTOMER SERVICES Directorate: Work Location: Maringá/PR To ensure our customers enjoy the best possible experience with our services, we have the Engineering and Customer Services team. The Engineering team’s mission is to explore new technologies, plan the telecom network, and drive technological expansion of our products and infrastructure. Meanwhile, the Customer Services team ensures speed and quality in repair, installation, and maintenance of B2B and B2C customer lines across fixed, mobile, and TV networks. Through consistent planning and project execution, we implement the company’s technological evolution, enhancing network capacity. Want to join this team? Then come aboard! **Responsibilities and Duties** * Handle and escalate customer complaints throughout the company’s internal workflow; * Monitor and track SLAs for ongoing field service activities; * Oversee activity routing and assignment for field teams; * Contact customers to evaluate and validate delivered services; * Coordinate with customers on scheduling and tracking specialized labor for specific service requests; * Maintain continuous communication with management regarding progress, status, and deviations in the field operations under supervision; * Supervise field team activities; * Schedule repair orders; * Route activities for field teams; * Track deadlines for scheduled field activities. **Requirements and Qualifications** COMPLETED HIGH SCHOOL EDUCATION — CERTIFICATE OF COMPLETION **Additional Information** **Here’s what we offer you:** At Vivo, we spare no effort in supporting and valuing our employees. These are not just excellent benefits — they’re also flexible. * Choose the ideal benefit for you and your dependents via a digital platform offering multiple categories: Gym, Meal Voucher (VR), Food Allowance (VA), Pharmacy Assistance, Medical Assistance, Dental Assistance, and Life Insurance; * Corporate mobile phone. Yes — a brand-new smartphone for you! * Unlimited voice and data plan! Yes — unlimited! On Vivo’s top-tier mobile network, now even faster with 5G! * An exclusive Vivo offer featuring special discounts on fixed-line, broadband, TV, and apps; * Eligibility for annual Bonus or Profit-Sharing Program (PPR); * Plan your future through our Private Pension Plan; * Have children? You’ll receive a subsidy to help cover school, daycare, or babysitter expenses; * Thrive in an environment that respects your personality, your style of dress, and your authentic self. \#VemdeVocê * Work remotely up to two days per week. \#Mobility * Enjoy flexible working hours; * Take a personal day off (Day off) to celebrate your birthday; * Join one of the largest corporate volunteer programs to help transform the world; * Access our Educational Development Program, offering partnerships with educational institutions at discounted rates; certifications; and online courses. * Advance your career through our Internal Recruitment Program — in Brazil or abroad, as we operate in over 17 countries! \#VivoMinhaCarreira * Benefit from a range of initiatives designed to improve your physical, emotional, and social well-being! Here, we have \#VivoBemEstar, encouraging our team to adopt healthy habits and enjoy a better quality of life! Our employees have access to consultations with nutritionists, psychologists, social workers, telemedicine, and more! * All our positions are open to people with disabilities and/or rehabilitation beneficiaries. We foster a culture that values diversity, differences, and individual potential! \#VivoDiversidade \#VemPraVivo We are part of Telefônica Group, Brazil’s telecommunications leader. Our purpose is to **Digitalize to Connect** people, businesses, and society as a whole — building a more connected nation and transforming the lives of Brazilians. We aim to expand our customers’ autonomy, personalization, and real-time choices, placing them firmly in control of their digital lives — securely, reliably, and with the quality only Vivo delivers. To make this possible, we lead a digital transformation process and are revolutionizing our company from within. We’ve implemented agile methodologies across the entire organization, enabling us to embrace the most innovative and collaborative ways of working. We actively foster a diverse and inclusive environment that stimulates creativity, drives innovation, and boosts engagement. At Vivo, culture is the force that transforms strategy into action. We are driven by **Purple Passion** — our unique ability to envision, execute, and overcome barriers with entrepreneurial courage, anticipate trends, and build a future we’re proud of. This energy connects diversity, innovation, and sustainability — turning purpose into impact through technology and its infinite possibilities. **To embody this essence, we seek individuals who live our 5 Passions** — behaviors reflecting who we are and how we make a difference: * **"The customer’s time is now"**: Immediately address what truly matters to the customer. * **"People are our best technology"**: Adopt a constructive attitude, collaborate, and trust in human connections. * **"Curiosity works well"**: Act courageously, test new ideas, and learn from every discovery. * **"It can be simpler"**: Get straight to the point, resolve issues with the right people, and simplify the path forward. * **"Results are my responsibility"**: Take ownership of your actions and outcomes, recognizing that omissions also create impact. We believe **diversity** — in people, experiences, cultures, behaviors, skills, and attitudes — is a key differentiator, mirroring the society we live in. We maintain a robust internal program anchored in five pillars: Gender, LGBTI+, Race, Persons with Disabilities (PcD), and 50+ — ensuring a more inclusive culture and a more diverse, representative workplace. We are a **technology** company, inspired by diversity and **innovation**, offering space for everyone, supporting and embracing differences. We believe the path to delivering the best customer experience begins with an outstanding employee experience. **\#VemPraVivo**