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Job Summary: Responsible for handling and resolving customer complaints regarding Mobile Services incidents and, when necessary, engaging other resolution teams. Key Highlights: 1. Troubleshoot high- and medium-complexity failures 2. Provide technical support to field teams 3. Escalate tickets \#SomosMaisNaTIM Joining TIM means connecting with what we believe in and having MORE alignment with the entire TIM team. It means learning new ways to deliver work with MORE purpose to the world. Learning at TIM is MORE than possibility—it’s what drives us to do MORE and better. It’s developing skills creatively and transforming technology into MORE freedom. Technology at TIM is MORE than having the best coverage—it’s imagining possibilities with MORE innovation, connecting everyone with respect and agility. Diversity and Inclusion at TIM is MORE than embracing—it’s a culture increasingly essential to our daily lives. It’s creating a MORE positive impact by being authentically yourself. Come be yourself and join a TIM team courageous enough to innovate, free to try, and eager to make a difference in people’s lives. \#imagineaspossibilidades We value applications from People with Disabilities, Black People, LGBTI\+ People, People aged 45+, and Women! **Responsibilities and Duties** Responsible for handling and resolving customer complaints regarding Mobile Services incidents and, when necessary, engaging other resolution teams. **Main Activities** * Troubleshoot high- and medium-complexity failures; * Open internal tickets via system and with other operators; * Provide technical support to field teams; * Escalate tickets. **Requirements and Qualifications** * Technical course, preferably in Electronics, Telecommunications, or Electrical Engineering; * Advantage: pursuing or completed undergraduate degree, preferably in Information Systems, Telecommunications, Engineering, or Networking; * Desired experience in telecommunications, electronics, customer service, and knowledge of KPI analysis. **Work Regime** * Hybrid model (3 days onsite, 2 days remote), 5-day week from 13:00 to 22:00; * Work location: Santo André\-SP. **Additional Information** *We value applications from People with Disabilities, Black People, LGBTI\+ People, People aged 45+, and Women!* At TIM, your well-being is our well-being—therefore, the ***Conexão Bem \+ Estar*** program aims to **strengthen TIM’s genuine care for the TIM team and their families**, through practical initiatives across multiple fronts so everyone feels well—both personally and professionally. Learn about our benefits: * Flexible Benefits Program * Medical and Dental Assistance \* * Medication Benefit \* * Wellhub (formerly Gympass) \* * Meal and/or Food Allowance * Financial Well-being Program * Private Pension Plan * Mobile phone with unlimited internet and voice allowance * Agreements and partnerships with over 3,000 companies and institutions, including discounts on electricity and broadband internet bills * Online English course extendable to 1 family member or friend * Internal Training and Development Programs * Profit Sharing * My First Benefit—Support for children up to 2 years old * Daycare Reimbursement (for parents) * Flexible work models and working hours * Happy Day—A day off during your birthday month * Extended leave for maternity, paternity, marriage, and adoption * Transportation Allowance And more! * Extendable to legal dependents It’s about having MORE alignment with the entire TIM team and connecting with what we believe in. It’s about learning new ways to deliver work with MORE purpose to the world. It’s what drives us to do MORE and better. It’s about developing skills creatively and turning technology into MORE freedom. It’s about imagining possibilities with MORE innovation, connecting all people with respect and agility. It’s a culture increasingly essential to our daily lives. It’s about creating a MORE positive impact by being who you are. Come be yourself and join a TIM team that has the courage to innovate, the freedom to try, and the desire to make a difference in people’s lives. This means we foster a positive environment for development, opportunity, and inclusion. It’s recognizing that we truly make a difference in people’s lives. We’ll keep working, implementing the market’s best practices, and evolving alongside our TIM team. Together, \#SomosMaisNaTIM! **Explore opportunities in other areas!** Click the links below to browse more available positions.
