Technical Assistant

Description

Job Summary: This role involves monitoring and managing customer services, supporting field technicians, and ensuring the quality of installations, repairs, and maintenance for B2B and B2C customers. Key Highlights: 1. Customer service monitoring and handling. 2. Field technician support and monitoring. 3. Quality indicator management and process improvement. To ensure our customers enjoy an exceptional experience with our services, we have two teams: Engineering and Customer Service. The Engineering team is responsible for exploring new technologies, planning the telecom network, and driving technological expansion for our products and infrastructure. The Customer Service team ensures speed and quality in repairing, installing, and maintaining lines for B2B and B2C customers across fixed-line, mobile, and TV networks. Through consistent projects and planning, we implement the company’s technological evolution, increasing network capacity. Want to join this team? Then come aboard! **Responsibilities and Duties** Monitor and handle customer service activities, administratively forwarding execution of processes related to installation, faults, address changes, and provisioning; ° Support and monitor field technicians, controlling their routes. * Assist in monitoring quality indicators related to installations, address changes, and repairs; * Implement process improvement actions focused on customer satisfaction, based on TDNA scores and feedback; * Correct service orders for installations, repairs, and disconnections (landline, broadband, TV); * Manage compliance with ANATEL deadline indicators; * Manage escalations, V-class customers, and VIP customers; * Monitor backlog and prioritize emails; * Report daily situations/issues; * Update operational reports; * Direct potential failures and exception volume deviations to partner areas; and * Contribute to resolving issues relevant to the area by directing potential failures and exception volume deviations to interfacing areas, as needed. **Requirements and Qualifications** COMPLETED HIGH SCHOOL EDUCATION — CERTIFICATE OF COMPLETION **Additional Information** Here’s what we offer you: At Vivo, we spare no effort in supporting and valuing our employees. These are not only excellent benefits—but also flexible ones. • Choose the ideal benefit for you and your dependents via a digital platform offering multiple categories: Gym, Meal Voucher (VR), Food Voucher (VA), Pharmacy Allowance, Medical Assistance, Dental Assistance, and Life Insurance; • Corporate mobile phone. Yes—a brand-new smartphone for you! • Unlimited voice and data plan! Yes—unlimited! With Vivo’s best mobile network, now even faster with 5G! • An exclusive Vivo offer with special discounts on landline, broadband, TV, and apps; • Eligibility for annual Bonus or PPR (Profit Sharing Plan); • Plan your future through our Private Pension Plan; • Have children? You’ll receive a subsidy to help cover school, daycare, or babysitter expenses; • Thrive in an environment that respects your personality, your style of dress, and your individuality—you can be authentically you. \#VemdeVocê • Work remotely up to two days per week. \#Mobility • Enjoy flexible working hours; • Take a day off (Day Off) to celebrate your birthday; • Participate in one of the largest corporate volunteer programs to transform the world; • Benefit from our Educational Development Program, which offers partnerships with educational institutions at discounted rates, certifications, and online courses; • Accelerate your career through our Internal Recruitment Program, available in Brazil or abroad—we operate in over 17 countries! \#VivoMinhaCarreira • Access numerous initiatives designed to improve your physical, emotional, and social well-being! Here, we have \#VivoBemEstar, encouraging our team to adopt healthy habits and enjoy a higher quality of life! Available to our employees are consultations with nutritionists, psychologists, social workers, telemedicine, and more! • All our positions are open to people with disabilities and/or rehabilitated individuals. We foster a culture that values diversity, differences, and people’s potential! \#VivoDiversidade \#VemPraVivo Important: The only way to apply for Vivo selection processes is through the company’s pages on the Gupy platform at https://vivo.gupy.io — no application or hiring fees apply. We are part of Telefônica Group, Brazil’s telecommunications leader. Our purpose is to **Digitalize to Connect** people, businesses, and society as a whole, building a more connected nation and transforming the lives of Brazilians. We aim to expand our customers’ autonomy, personalization, and real-time choices—putting them in control of their digital lives, safely and reliably—all backed by Vivo’s renowned quality. To make this possible, we lead a digital transformation and are revolutionizing our company from within. We’ve implemented agile methodologies across the entire organization, connecting us with the most innovative and collaborative ways of working. We strive to foster a diverse and inclusive environment that stimulates creativity, drives innovation, and boosts engagement. At Vivo, culture is the force that transforms strategy into action. We’re driven by **Purple Passion**—our unique ability to envision, execute, and overcome barriers with entrepreneurial courage, anticipate trends, and build a future we’re proud of. This energy connects diversity, innovation, and sustainability—turning purpose into impact through technology and its infinite possibilities. **To live this essence, we seek people who embody our 5 Passions**—behaviors reflecting who we are and how we make a difference: * **"The customer’s time is now"**: Immediately resolve what matters most to the customer. * **"People are our best technology"**: Adopt a constructive attitude, collaborate, and trust in connections. * **"Curiosity pays off"**: Act courageously, test new ideas, and learn from every discovery. * **"It can be simpler"**: Get straight to the point, solve with those who matter, and simplify the path. * **"Results are my responsibility"**: Take ownership of your actions and outcomes, recognizing that omissions also create impact. We believe that **diversity**—in people, experiences, cultures, behaviors, skills, and attitudes—is a differentiator that reflects the society in which we live. We maintain a robust internal program grounded in five pillars: Gender, LGBTI+, Race, People with Disabilities (PcD), and 50+—ensuring a more inclusive culture and a more diverse, representative workplace. We are a **technology** company, inspired by diversity and **innovation**, offering space for everyone, supporting and embracing differences. We believe the path to delivering the best experience to our customers begins with providing an excellent experience for our employees. **\#VemPraVivo**