LEVEL 2 SUPPORT AGENT - JUNIOR

Description

Job Summary: Netway Group is seeking a Level 2 technical support professional focused on resolving complex tickets, remotely configuring equipment, and collaborating with internal teams to exceed expectations. Key Highlights: 1. Advanced technical support and resolution of complex issues 2. Remote configuration and customer education 3. Technical collaboration and continuous development **Description** **Hello, we are Netway Group \- RV NET!** Here, we have a large team making everything happen! It is through the effort and dedication of each of our people that we are today a benchmark in what we do, united in our purpose: “Exceeding expectations by connecting people and organizations, breaking boundaries.” With presence in over 40 cities across multiple Brazilian states, we deliver high-quality, stable connectivity to over 70\.000 customers nationwide. Our connection goes beyond providing reliable internet. We guarantee an optimized browsing experience thanks to our dedicated fiber route to São Paulo, enabling faster access to websites and games hosted in that region. We also offer various Value-Added Services (VAS) aligned with our customers’ profiles, such as: Max, Paramount\+, Streaming By Watch, Skeelo, Premiere, Globoplay, Combate, WayTV, Fit Anywhere. Moreover, we pioneered offering Telemedicine as an additional benefit in internet bundles, ensuring fully online medical consultations. **Join Netway Group and make your mark — be part of history!** **Responsibilities and Duties** CLIENT TECHNICAL SUPPORT (LEVEL 2\): Deliver more advanced technical support than Level 1, including analysis of persistent failures, intermittent issues, equipment configuration problems, and other incidents unresolved at the first level. ANALYSIS AND RESOLUTION OF COMPLEX TICKETS: Investigate root causes of incidents using internal systems and monitoring tools to identify network or customer equipment faults. CREATION AND TRACKING OF TECHNICAL SERVICE ORDERS: When required, escalate to field teams or forward cases to Level 3 or Network Engineering. REMOTE CONFIGURATION OF EQUIPMENT: Assist customers with router, ONU, PPPoE authentication, and other configurations via remote support. UPDATING RECORDS AND SUPPORT SYSTEMS: Ensure all support interactions are properly documented in the CRM or helpdesk system, detailing actions taken. ESCALATION OF CRITICAL CASES: Identify and route situations outside your scope to responsible departments, ensuring uninterrupted customer support. COLLABORATION WITH INTERNAL TECHNICAL TEAMS: Work jointly with Level 3 Support and Network Engineering to exchange information and resolve systemic issues. CUSTOMER EDUCATION: Guide customers on best practices for internet usage, router placement, firmware updates, and basic network security. SLA (SERVICE LEVEL AGREEMENT) COMPLIANCE: Operate within established response timeframes and quality standards for technical support. PARTICIPATION IN INTERNAL TECHNICAL TRAININGS: Attend ongoing company-provided training sessions aimed at technical development and progression to higher levels. **Requirements and Qualifications** Completed high school education (mandatory); Technical course or enrollment in a degree program in areas such as: Computer Networks, Information Technology, Information Systems, Computer Engineering, or related fields (preferred). Prior experience in technical support or internet support (minimum 6 months) is preferred; Experience working at an Internet Service Provider (ISP) will be considered a differentiator. **To join our team, the following are essential:** Proactivity: act autonomously and anticipate solutions; Attention to detail: deliver tasks with quality and precision; Customer focus: prioritize excellence in service delivery; Willingness to learn: demonstrate interest in growth and advancement; Collaboration: possess a team-oriented mindset and positive attitude; Respect and courtesy: maintain ethical conduct toward everyone. **Why choose Netway Group?** Our culture is our DNA! It has sustained our success so far and will continue to serve as the foundation for our future. To provide a complete and positive journey, we offer: Complimentary internet after 3 months of probation Life insurance Meal allowance Discounts on company products and services Ongoing training and development A collaborative and welcoming environment Frequent feedback and personalized development plans Incentives for innovation and creativity **Work Type** CLT \- On-site **Benefits:** Complimentary internet after 3 months of probation Life insurance Meal allowance **Working Hours:** Monday to Friday: 8:00 AM to 6:00 PM (with 2-hour break) Saturday: 8:00 AM to 12:00 PM