B2C Customer Service Technician

Description

We are Alloha Fibra, the largest independent company and the third-largest FTTH (Fiber to Home) optical fiber provider in Brazil. We operate a network spanning over 110,000 kilometers of optical fiber and serve more than 1.6 million customers. With nine integrated commercial brands, we are present from north to south across the country and were the fastest-growing fixed broadband provider in Brazil in 2022\. Our team comprises over 4,000 employees, all united by the same purpose: connecting people, ideas, and businesses while promoting digital and social inclusion throughout Brazil—and bound together by shared values. We’d love to meet you! \#whatshappeningonourfiber \#fiberteam **Responsibilities and Duties** To build this team with us, the candidate will face the following challenges: * Perform installation and repair services for FTTH and FTTA network technologies for residential and business customers; * Conduct corrective and preventive maintenance on installed services, resolving issues and ensuring service continuity; * Repair or correct service failures—such as slow speed, Wi\-Fi issues, no connectivity, intermittent connections, etc.; * Remove cables and equipment from canceled customers to free up capacity for new customers; * Assess access feasibility for the commercial team; * Relocate equipment within the same residence (room-to-room relocation); * Relocate equipment to a new address upon customer request; * Perform upgrades—replacing or adding equipment when the customer changes their plan; * Install internal and external cabling and connections; * Test cables and optical fibers; * Configure telecommunications systems and, if necessary, escalate to technical support; * Diagnose and resolve network issues; * Deliver courteous and efficient customer service, clarifying doubts and guiding customers on proper service usage; * Document and maintain records of network configurations; * Carry out other duties related to the position, following the manager’s guidance. **Requirements and Qualifications** Professional Profile We Are Seeking: * Reside in São Gotardo\-MG; * Completed high school education; * Valid Brazilian driver’s license, Category B (permanent); * NR-10 (electrical safety) and NR-35 (work at heights) certifications are desirable; * Intermediate-level Microsoft Office proficiency; * Availability for flexible hours and travel; * Prior experience in telecommunications companies is desirable. **Additional Benefits** * Medical assistance * Dental assistance * Meal allowance * Life insurance * Transportation allowance * Giga Inclusão \- Support for dependents with disabilities (PCD) * Total Pass * Birthday day off * Extended maternity leave (180 days) and paternity leave (20 days) * Psicologia Viva (available to those enrolled in Amil health plan) * E-learning platform via Intranet * Tour House: 5%–12% discounts on airfare purchases, hotel reservations, and car rentals * Movida: 10% discount applied to daily rental rates Samsung Partnership Portal * With the purpose of **connecting people, ideas, and businesses while promoting digital and social inclusion in Brazil**, Alloha Fibra is today the largest independent optical fiber group in the country. This achievement is possible thanks to our team of 5,000 professionals who pursue **quality and excellence** in everything they do—always focused on delivering the best products, services, and customer experiences. **We value diversity**, represented by our employees and customers across Brazil’s full regional and social spectrum—since we operate in 864 cities across 22 Brazilian states, supported by a network exceeding 140,000 kilometers of optical fiber and serving 1.6 million subscribers. Here, you’ll find one unified team, operating **interconnectedly**, committed to **always doing the right thing**. Honesty, integrity, transparency, and ethics define our culture—the Alloha Way—which transforms our environment into a collaborative and responsible space, caring for people and for the sustainability of our business. For more information, visit https://alloha.com/