Indeed
JUNIOR CUSTOMER SUPPORT ASSISTANT - NOVA RUSSAS
**WHO ARE WE?**
Vexnet Telecom was founded in 1994 in the city of Nova Russas – CE. The company is the result of the effort and boldness of entrepreneurs who, from an early stage, bet on bringing technology and connectivity to the interior of the state.
**ORGANIZATIONAL IDENTITY**
MISSION: To be the most innovative brand with the largest number of customers connected through connectivity, consumption, and well-being solutions in the Northeast.
VISION: To connect people and deliver the best experiences.
VALUES: Cooperation: We possess the ability to work as a team to achieve our goals. Ownership mindset: We have a sense of belonging and act to grow together. Commitment: We take responsibility for every detail and deliver the best service and product. Honesty: We act with transparency, humility, and empathy in our relationships.
We are looking for a Level 1 Support Assistant to work in the Customer Service area, with excellent communication skills, focus on ensuring perfect connectivity for our customers, agility in solving problems, and commitment to delivering outstanding service.
**WHAT WILL BE YOUR CHALLENGES?**
* Customer service via phone and chat (OMNI).
* Processing requests such as upgrades, downgrades, changes of account holder, address changes, and technology migrations;
* Handling processes initiated by in-person service (physical store), without direct customer contact in these cases;
* Administrative and financial entries, such as fees, bill generation and adjustments;
* Initial router and Wi-Fi configurations and basic unlocks;
* Guidance on usage and activation of services and apps (My Vexnet, Vexnet Cameras, movie and series app);
* Initial technical support for slow internet, disconnections, or no connectivity, in some cases;
* Clarification of simple billing questions, bank slips, due dates, and reversals;
* Basic support for debt negotiation;
* Escalation of more complex requests to the responsible departments.
**WHAT DO WE NEED FROM YOU?**
* Completed high school education;
* Intermediate computer knowledge;
* Basic knowledge of network, router, and Wi-Fi configuration;
* Ability to diagnose and solve problems;
* Clear and empathetic communication: Ability to interact with customers in a friendly and efficient manner;
* Ability to manage multiple simultaneous requests;
* Ability to handle challenging situations calmly and efficiently;
* Customer focus: Commitment to customer satisfaction, always seeking to provide appropriate and prompt solutions.
**WHAT ARE WE LOOKING FOR?**
* Preferred: Currently pursuing undergraduate studies in Systems Analysis and Development, Computer Science, or related fields.
* Knowledge of telecommunications is a plus;
* Familiarity with customer service systems (CRM);
* Experience in technical support for internet service providers or telecommunications companies.
* Analytical ability;
* Ability to work independently;
* Commitment to quality and service excellence.
Come be a \#Vexlover!

Av. Joaquim Lopes Pedrosa, 2513 - Progresso, Nova Russas - CE, 62200-000, Brazil