We are a company in the **telecommunications** sector, currently operating 4 branches: 1 in Magé and 3 in Belford Roxo. Our **mission** is to connect people, communities, and businesses through high-quality internet access. 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, reaching both households and businesses. **Our provider is the only one that delivers human-centered service and quality in everything we offer—capable of connecting people with innovation.** **WHAT DO WE VALUE?** * **Human-centered approach**: Placing people at the core of 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—constantly seeking new products for the future. * **Social and environmental responsibility**: Our organization consistently seeks to help others. * **Transparency**: Being as transparent as possible with our customers is highly valued today. SOME JOB RESPONSIBILITIES: **RECEPTIVE TELEPHONE SUPPORT** * Receptive support for technicians across all units to assist in locating customers; * Receptive handling of customer transfers from other internal department colleagues while customers remain on the line. **PROACTIVE CUSTOMER SUPPORT** * Proactively notify customers via chat messages or outbound calls that the technician assigned to their repair is en route to their residence; if necessary, confirm the address—aiming to reduce technician wait time at the residence and increase the success rate of technical visits; * Support customers with rescheduling requests for installation, migration, plan changes, address changes, room relocations, and account holder changes; after initial handling, forward requests to the responsible department; * Preemptive rescheduling (inform the requesting department to reschedule) 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 manage contingencies arising from issues that prevented execution of scheduled services. This procedure falls within the scope of primary responsibilities; however, when demand requires full team involvement in contingency management, 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 THIS POSITION.**