FIRST-LEVEL SUPPORT ATTENDANT

Description

Job Summary: Netway Group is seeking a professional for first-level support, focusing on technical support, incident ticket registration, and customer follow-up. Key Highlights: 1. First-level technical support 2. Focus on empathetic customer service and efficient resolution 3. Opportunity for professional growth and development **Nice to meet you — we are Netway Group!** Here, we have a large team that makes everything happen. It is through the effort and dedication of each of our people that we have become a reference in what we do, united by our purpose: "Exceeding expectations by connecting people and organizations, breaking down barriers." With presence in over 100 cities across multiple Brazilian states, we deliver high-quality, stable connectivity to more than 70,000 customers nationwide. Our connection goes beyond reliable internet. We operate our own fiber-optic route to São Paulo, ensuring superior performance when accessing websites and games hosted in that region. We also offer value-added services (VAS) aligned with our audience, such as Max, Paramount+, Globoplay, telemedicine, and others. Our commitment extends beyond internet — we aim to provide well-being, convenience, and technological advancement to our customers. **Join Netway Group and make your mark while making history.** **Responsibilities and Duties:** First-level support: handle customer calls, chats, and tickets regarding basic technical issues. Incident registration: accurately identify, log, and categorize incidents in the system. Initial guidance: provide first-level instructions, such as equipment rebooting, cable verification, and simple configuration checks. Escalation of incidents: forward unresolved incidents to higher support levels (N2/N3). Service follow-up: monitor open incidents and ensure timely customer response within SLA. **Requirements and Qualifications:** Basic knowledge of networks and connectivity (Wi-Fi, modem, router). Familiarity with customer service systems (CRM, Help Desk). Basic understanding of service packages and ticket creation. Strong communication skills, active listening, and empathy. Ability to precisely follow scripts and protocols. Focus on empathetic customer service and efficient resolution. Completed high school education. Preferred: currently enrolled in or graduated from a technical or undergraduate program in Information Technology, Computer Networks, Informatics, or related fields. **To join our team, the following are essential:** Proactivity and autonomy in seeking solutions; Attention to detail and commitment to quality; Customer focus and excellence in service; Willingness to learn, grow, and evolve professionally; Collaborative spirit and teamwork; Ethical, respectful, and courteous daily conduct. **Why choose Netway Group?** Our culture is our DNA. It sustains our success and guides our future. To provide a complete and positive professional journey, we offer: Meal allowance card; Complimentary internet after 3 months of experience; Life insurance; Discounts on company products and services; Ongoing training and development; Collaborative and welcoming environment; Regular feedback and individual development plans; Incentives for innovation and creativity. **Employment Type: CLT – On-site** Working Hours: Monday to Friday: 8:00 AM to 6:00 PM (with 2-hour break) Saturdays: 8:00 AM to 12:00 PM