Tower Control Assistant Level I

Description

Job Summary: We are a telecommunications service provider dedicated to connecting people and businesses, emphasizing humanization, quality, and innovation in service delivery. Key Highlights: 1. Connecting people and businesses with high-quality internet. 2. We value humanization, quality, agility, and innovation. 3. Focused on solving problems and anticipating customers' needs. 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 access to high-quality internet. We are more than an internet service provider; we are architects of a more connected and informed society. Our **vision** is to become the largest digital services provider in the Baixada Fluminense region, serving both residential and business customers. **Our provider is the only one offering humanization and quality in what we deliver — capable of connecting people through innovation.** **WHAT DO WE VALUE?** * **Humanization**: Placing humanity at the core of progress. * **Quality**: Always striving to deliver the best product in the market. * **Priority**: Our internal language is centered on resolving customers' problems. * **Service Agility**: We aim to deliver services or products ahead of schedule. * **Innovation Practice**: A non-negotiable value — continuously seeking new products for the future. * **Social and Environmental Responsibility**: Our organization consistently strives to help. * **Transparency**: Being as transparent as possible with our customers is highly valued today. * SOME RESPONSIBILITIES: **RECEPTIVE TELEPHONE SUPPORT** * Receiving calls from technicians across all units to assist in locating customers; * Receiving transfer calls from customers who are already engaged with other internal department colleagues. **PROACTIVE CUSTOMER SUPPORT** * Notifying customers via chat messages or proactive phone calls that the technician responsible for their repair is en route to their residence, confirming the address if necessary — aiming to reduce technician wait time outside the residence and increase technical visit success rates; * Supporting customers with rescheduling requests for installation, migration, plan changes, address changes, room changes, and account holder transfers — forwarding cases to the respective departments after initial handling; * Proactive rescheduling (informing 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; * Contacting customers to manage contingencies arising from issues that prevented execution of scheduled services. This is within the scope of the primary activity; however, when demand requires full team involvement in contingency management, the back office will also assume this responsibility; **INT6** * Sending PPPoE credentials to technicians prior to visits; activation is performed by the technician; **AND OTHER DUTIES RELATED TO THIS POSITION.**