Description: Skills: Knowledge of networks and maintenance, logical reasoning; Good communication skills; Flexibility and adaptability to business, people, and processes; Innovative mindset. Education: High school diploma completed. Technical or higher education in the field is considered a plus. * Assist customers through communication channels. * Generate and inform the customer service protocol number to the customer. * Identify and seek resolution of the request. * Conduct basic tests with customers to diagnose issues. * Seek assistance from Level 2 Analysts when required. * Identify and ensure compliance with SLA deadlines for dedicated, interconnection, or government customers. * Forward cases to the Maintenance Department when physical issues are identified that cannot be resolved remotely. * Aim to resolve the issue during the customer’s first contact. If not possible, escalate to the responsible department. * Adhere to deadlines and rules established by the company or legislation. 2512040202181439730