B2C Customer Service Technician

Description

Job Summary: A professional responsible for fiber optic network installation, repair, and maintenance, ensuring connectivity and optimal service performance. Key Highlights: 1. Perform installation and repair services on FTTH and FTTA networks. 2. Carry out preventive and corrective maintenance to ensure service reliability. 3. Provide courteous and efficient customer service, guiding customers on service usage. We are Alloha Fibra, the largest independent company and the third-largest FTTH (Fiber to Home) fiber optic provider in Brazil. We operate a fiber optic network spanning over 110,000 kilometers and serve more than 1.6 million customers. With nine integrated commercial brands, we are present across all regions of Brazil — from north to south — and were the fastest-growing fixed broadband provider in 2022\. Our team comprises over 4,000 employees united by a shared purpose: connecting people, ideas, and businesses while promoting digital and social inclusion across Brazil — guided by our core 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 residential FTTH and FTTA network installation and repair services; * Conduct corrective and preventive maintenance on installed services, resolving issues and ensuring service continuity; * Troubleshoot and resolve service failures, including slow speeds, Wi\-Fi issues, loss of connection, intermittent connectivity, etc.; * Remove cables and equipment from canceled accounts to free capacity for new customers; * Assess access feasibility for the commercial team; * Relocate devices within the same residence (room-to-room relocation); * Relocate equipment to a new address upon customer request; * Perform upgrades — replacing or adding devices when customers change their plans; * 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 proper service usage; * Document and maintain records of network configurations; * Perform other duties related to the position as directed by management. **Requirements and Qualifications** Professional Profile We Are Seeking: * Reside in Alpinópolis or Carmo do Rio Claro; * Completed high school education; * Valid Category B driver’s license (permanent); * NR 10 (electrical safety) and NR 35 (work at height) certifications preferred; * Intermediate-level Microsoft Office proficiency; * Availability for flexible working hours and travel; * Prior experience in telecommunications companies is desirable. **Additional Information** * Medical assistance * Dental assistance * Meal allowance * Life insurance * Transportation allowance * Giga Inclusão — PCD dependent support * Total Pass * Birthday day off * Extended maternity leave (180 days) and paternity leave (20 days) * Psicologia Viva (available to Amil health plan members) * E-learning platform on the intranet * Tour House: 5%–12% discounts on airline tickets, 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, promoting digital and social inclusion in Brazil**, Alloha Fibra is today the largest independent fiber optic group in the country. This achievement is possible thanks to our team of 5,000 professionals committed to **quality and excellence** in everything they do — always focused on delivering the best products, services, and customer experiences. **We value diversity**, reflected in our employees and customers across Brazil’s regional and social spectrum — as we operate in 864 cities across 22 Brazilian states, supported by a fiber optic network exceeding 140,000 kilometers and serving 1.6 million subscribers. Here, you’ll find one unified team, operating **interconnectedly**, focused on **always doing the right thing**. Honesty, integrity, transparency, and ethics define our culture — the Alloha Way — transforming our environment into a collaborative and responsible space for people and business sustainability. For more information, visit https://alloha.com/