FIRST-LEVEL SUPPORT ATTENDANT

Description

Job Summary: The Netway Group is seeking a professional for first-level technical support, responsible for providing support, registering and escalating tickets, and monitoring incidents. Key Highlights: 1. First-level technical support and incident ticket registration. 2. Focus on empathetic customer service and efficient resolution of incidents. 3. Opportunity for growth in a collaborative and welcoming environment. **Nice to meet you — we are the Netway Group!** Here, we have a large team that makes everything happen. It is through the effort and dedication of each of our people that we have become a benchmark in what we do, united by our purpose: "Exceeding expectations by connecting people and organizations, breaking down barriers." With a presence in over 100 cities across multiple Brazilian states, we deliver high-quality, stable connectivity to more than 70\.000 customers nationwide. Our connection goes beyond offering reliable internet. We operate our own fiber-optic route to São Paulo, ensuring superior performance when accessing websites and games hosted in that region. We also offer value-added services (VAS) aligned with our audience, such as Max, Paramount\+, Globoplay, telemedicine, among others. Our commitment extends beyond internet — we strive to provide well-being, convenience, and technological advancement for our customers. **Join the Netway Group and make your mark, shaping history.** **Responsibilities and Duties:** FIRST-LEVEL SUPPORT: Respond to customer calls, chats, and tickets regarding basic technical issues. TICKET REGISTRATION: Accurately identify, register, and categorize tickets in the system. INITIAL GUIDANCE: Provide first-level guidance, such as equipment restarts, cable checks, and simple configuration verifications. INCIDENT ESCALATION: Forward unresolved incidents to higher-level support teams (N2/NOC). SUPPORT MONITORING: Track open tickets and ensure timely customer follow-up within SLA. **Requirements and Qualifications** Basic knowledge of networks and connectivity (Wi\-Fi, modem, router). Familiarity with customer support systems (CRM, Help Desk). Basic understanding of support packages and ticket creation. Strong communication skills, active listening, and empathy. Ability to precisely follow scripts and protocols. Focus on empathetic service and efficient resolution. Completed high school education. Preferred: Currently enrolled in or graduated from a technical or undergraduate program in Information Technology, Computer Networks, Informatics, or related fields. **To join our team, it is essential to:** Be proactive, acting autonomously and anticipating solutions. Pay attention to detail, delivering tasks with quality and precision. Maintain a customer-centric focus, prioritizing service excellence. Demonstrate eagerness to learn, pursuing growth and development. Collaborate effectively, exhibiting teamwork and a positive attitude. Uphold respect and courtesy in all interactions. **Why choose the Netway Group?** Our culture is our DNA. It has sustained our success so far and will continue to serve as the foundation for our future. To ensure a complete and positive employee journey, we offer career development plans, market-competitive remuneration, performance-based bonuses, meal vouchers, transportation vouchers, internet vouchers, life insurance, partnerships with local institutions, and a collaborative and welcoming work environment. **Employment Type: CLT – On-site** Working Hours: Monday to Friday: 8:00 AM to 6:00 PM (with a 2-hour break) Saturday: 8:00 AM to 12:00 PM.