Customer Support Assistant

Description

Job Summary: A professional responsible for first-level (L1) technical and commercial support, addressing customer inquiries, guiding configuration procedures, and performing remote diagnostics across multichannel platforms—with an emphasis on customer satisfaction. Key Highlights: 1. Multichannel L1 technical and commercial support 2. Network problem diagnosis and resolution 3. Professional development with a career plan **— Job Objective** Provide first-level (L1\) technical and commercial support to end customers and resellers—answering inquiries, guiding basic configurations, executing remote diagnostic procedures, and registering/escalating tickets to higher levels (N2/N3\) when required. Maintain service quality across multichannel environments, contribute to reducing rework, and enhance customer satisfaction. **— Minimum Requirements** * Completed high school education; technical course in Networking, Telecommunications, or IT—or equivalent experience—is desirable; * Prior customer service experience (call center, helpdesk, technical support)—multimedia/WhatsApp experience is preferred; * Strong written communication skills (especially for WhatsApp and e\-mail) and verbal communication skills; * Availability for shifts and rotating schedules as operationally required (on-call/24x7 schedule, if applicable); * Basic computer literacy, familiarity with common applications, and CRM usage. **— Expected Technical and Behavioral Competencies** **Technical:** * Basic network and CPE (ONT/router) diagnostics, use of testing tools; * Structured ticket registration and CRM/ticketing system usage; * Knowledge of escalation policies and SLAs. **Behavioral:** * Clear and empathetic communication (written and verbal); * Solution- and customer-oriented mindset (ownership); * Organizational skills, attention to detail, and adherence to procedural discipline; * Resilience, patience, and conflict mediation ability; * Teamwork and ability to follow scripts/routines. **— Key Deliverables / Expected Outputs** * Accurately completed and closed tickets; * Documented resolutions in the knowledge repository; * Periodic performance reports (volume, response times, First Contact Resolution [FCR], Customer Satisfaction [CSAT]); * Continuous improvement feedback for SOPs and scripts. **Main Responsibilities (Detailed Description)** **1 Multichannel Support and Communication** * Support customers via phone, WhatsApp (WhatsApp Business / API), e\-mail, chat, and customer portal; * Respond using clear, empathetic, and solution-oriented language; * Record all interactions in the ticketing/CRM system; * Perform follow\-ups and keep customers informed throughout the support lifecycle. (Sources / best practices: omnichannel support and strategic use of WhatsApp). **2 First-Level (L1\) Technical Support** * Diagnose connectivity and CPE (ONT, routers) issues using scripts, remote tools, and standard guidance; * Guide customers through basic procedures (reset, cable verification, speed tests); * Apply troubleshooting scripts and execute company-approved procedures; * Record evidence, logs, and—when necessary—escalate to N2/N3 with complete information to accelerate resolution. **3 Commercial and Administrative Support Activities** * Clarify billing, plan, scheduling, and commercial procedure inquiries (when authorized); * Formalize requests for plan changes, registrations, and cancellations per internal policies; * Validate registered data and support billing/retention processes using defined scripts. **4 Escalation and Integration with Technical Teams** * Escalate incidents to N2/N3, NOC, or Operations based on severity and checklist; * Communicate with NOC, Backoffice, and Logistics to confirm schedules, materials, and appointments; * Monitor the case until resolution and confirm service restoration with the customer. **5 Ticket Registration, Quality, and Support Governance** * Keep the knowledge base updated with recurring solutions; * Accurately complete tickets, attach files (screenshots, logs), and tag tickets appropriately; * Participate in internal quality audits and periodic training sessions. **? Job Details:** * Preference for candidates residing near Santa Felicidade and Campo Magro; * **Work Schedule:** * 44 hours per week; * Day and night shifts; * Rotating schedule with one weekly day off—including alternating Sunday work; * Overtime pay. (We do not use time banking) **? Compensation and Growth:** * Starting salary (N1\): R$ 1\.725,28; * Structured career path (N1 to N3\); **? Benefits:** * Meal allowance: R$ 320.00/month; * Food voucher: R$ 36.75/day (average R$ 845.25/month); * Transportation allowance or fuel allowance (R$ 300.00/month); * Unimed health insurance; * Dental Uni dental plan; * Life insurance; * Birthday day off; * Free internet after probation period (subject to technical availability). **? Our Infrastructure:** * On-site parking; * Relaxed environment with recreation area (video games, billiards, ping\-pong); * Fully equipped kitchen and cafeteria; Free coffee to keep your energy up! If you seek stability, growth, and recognition for your technical performance, send us your resume and join our team!