Tower Control Assistant Level I

Description

Job Summary: We are seeking a professional to handle inbound and outbound customer service, assist technicians, and manage scheduling to ensure user connectivity and satisfaction. Key Highlights: 1. Connect people and communities with high-quality internet. 2. Provide human-centered, high-quality customer service. 3. Promote innovation and social and environmental responsibility. We are a **telecommunications** company currently operating from 4 locations: 1 in Magé and 3 in Belford Roxo. Our **mission** is to connect people, communities, and businesses through access to high-quality internet. We are more than an internet service provider; we are the architects of a more connected and informed society. Our **vision** is to become the largest digital services provider in the Baixada Fluminense region, serving both residential and business customers. **Our ISP is the only one offering human-centered service and quality in what we deliver—capable of connecting people through innovation.** **WHAT WE VALUE?** * **Human-centered approach**: The human being as the driving force behind progress. * **Quality**: Always striving to deliver the best product in the market. * **Priority**: Our internal language is focused on resolving customer issues. * **Service agility**: We aim to deliver services or products ahead of schedule. * **Innovation practice**: A non-negotiable value—we continuously seek new products for the future. * **Social and environmental responsibility**: Our organization consistently seeks to help. * **Transparency**: Today, transparency with our customers is highly valued by the company. * SOME KEY RESPONSIBILITIES: **INBOUND TELEPHONE SUPPORT** * Inbound support for technicians across all units to assist in locating customers; * Inbound handling of customer transfers currently engaged with other internal department colleagues. **OUTBOUND CUSTOMER ENGAGEMENT** * Notify customers via chat messages or proactive calls that the technician responsible for their repair is en route to their residence; confirm the address if necessary, aiming to reduce technician wait time at the residence and increase technical visit success rates; * Support customers in rescheduling requests related to installation, migration, plan changes, address changes, room changes, and account holder changes—forwarding them to the relevant department after initial handling; * Proactive rescheduling (informing the requesting department) when new offers become available in the PAC or when scheduled customers cancel appointments for specific dates and time slots; criteria for this procedure are detailed in dedicated operational procedures; * Contact customers to mitigate issues preventing execution of scheduled services. This procedure falls within the primary scope of activity; however, when demand requires full-team involvement in contingency procedures, the back office will also assume this responsibility; **INT6** * Send PPPoE credentials to technicians prior to visits; activation is performed by the technician; **AND OTHER DUTIES RELATED TO THE POSITION.**