Senior Customer Service Analyst

Description

At Telefônica, we continuously strive to transform local boundaries into global opportunities, believing that talent and opportunity go hand in hand! Explore internal opportunities and advance your career. **Responsibilities and Duties** Analyze complaints and perform troubleshooting to identify anomalies and root causes Provide support and guidance to field technicians Escalate issues to related departments and manage incidents Participate in development initiatives and projects involving the area through actions that support improved results and objectives. Communicate relevant information objectively and clearly regarding high-risk and high-impact incidents causing abnormal conditions in fixed and mobile networks to interested departments via internal communication. **Requirements and Qualifications** Completed or ongoing undergraduate degree Ability to communicate and write objectively and clearly Teamwork skills Commitment Agility, punctuality, efficiency, and dedication Proficiency in Microsoft Office suite Knowledge of DWDM transmission platforms, IP/Metro networks, Fusion networks, and Fiber Access platforms (OLT) Understanding of topologies comprising fixed and mobile telecommunications networks **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 but also flexible benefits. • Choose the ideal benefit for you and your dependents via a digital platform offering multiple categories: Gym membership, Meal Voucher (VR), Food Voucher (VA), Pharmacy Assistance, 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 — even faster with Vivo’s 5G! • An exclusive Vivo offer with special discounts on fixed-line, broadband, TV, and apps; • Eligibility for annual bonus or Profit Sharing Plan (PPR); • Plan your future through our Private Pension Plan; • Have children? You’ll receive a subsidy to help cover school, daycare, or babysitter expenses; • Work in an environment that respects your personality, your style of dress, your way of being — and where you can be authentically yourself. \#VemdeVocê • Work remotely up to 2 times 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 help you transform the world; • Benefit from our Educational Development Program, offering partnerships with educational institutions at discounted rates; certifications; and online courses. • Accelerate your career through our Internal Recruitment Program — in Brazil or abroad, as we operate in over 17 countries! \#VivoMinhaCarreira • Access a range of 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 services, and much more! • All our positions are open to people with disabilities and/or rehabilitated individuals. We foster a culture that values diversity, differences, and individual potential! \#VivoDiversidade \#VemPraVivo Important: The only way to apply to Vivo’s 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 the 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 — placing them in control of their digital lives with security and reliability — all delivered with the quality only Vivo provides. To make this possible, we lead a digital transformation process and are revolutionizing our company from within. We’ve implemented agile methodologies across the entire organization, seeking to connect with the most innovative and collaborative ways of working. We act to foster a diverse and inclusive environment that stimulates creativity, drives innovation, and increases engagement. At Vivo, culture is the force that transforms strategy into action. We are 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"**: Solve immediately what truly matters to the customer. * **"People are our best technology"**: Adopt a constructive attitude, collaborate, and trust in connections. * **"Curiosity works well"**: 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 **diversity** — in people, experiences, cultures, behaviors, skills, and attitudes — is a competitive advantage that reflects the society we live in. We maintain a robust internal program grounded in five pillars: Gender, LGBTI\+, Race, Persons 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 a great experience to our employees. **\#VemPraVivo**