Description: * Proactivity * Good diction * Strong communication skills * Text interpretation and ease with reading and writing * Experience working with targets and SLAs * Technical profile * Basic knowledge of router and/or network configurations and commands * Knowledge and experience in the Telecommunications field, including troubleshooting * Intermediate-level proficiency in Microsoft Windows, Outlook, and Office Suite * Completed (or currently pursuing) undergraduate degree in Computer Networks, Telecommunications, or related fields Requirements: * Monitor data link and telephony performance. * Perform remote testing and initial triage to identify potential failures. * Open and track service tickets, record information in systems, and keep customers informed about the status of recovery tickets. * Serve as an interface between customers and technical teams. * Escalate recurring issues from technical teams to management for faster resolution of tickets. * Provide both reactive and proactive customer support; * Log tickets and keep them updated with progress on the recovery process; * Conduct support-related activities such as troubleshooting, collecting detailed information about customer-encountered issues, and diagnosing the nature of problems—with emphasis on networks, telecommunications, routers, and switches. * Participate in conference rooms; * Facilitate customer site access authorization when required; * Validate fault resolution with the customer; * Close tickets and ensure clarity regarding the incident, root cause, and corrective actions taken; 2512200202551929158