SUPPORT ATTENDANT N1

Description

Job Summary: First-level support, incident ticket registration, initial guidance, and follow-up of service requests to ensure customer satisfaction. Key Highlights: 1. Focus on humanized service and efficient resolution 2. Collaborative and welcoming environment 3. Encouragement of innovation and creativity **Nice to meet you — we are Grupo Netway!** 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 reference in what we do, united by our purpose: “Exceeding expectations by connecting people and organizations, breaking down barriers.” With 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 providing 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, and more. Our commitment extends beyond internet — we aim to deliver well-being, convenience, and technological advancement to our customers. **Join Grupo Netway and leave your mark by making history.** **Responsibilities and Duties:** First-level support: handle customer calls, chats, and tickets regarding basic technical issues. Incident ticket registration: accurately identify, register, and categorize incidents in the system. Initial guidance: provide first-level instructions, such as equipment rebooting, cable verification, and simple configuration checks. Escalation of unresolved incidents: forward unresolved incidents to higher support levels (N2/N3\). Service follow-up: monitor open service requests and ensure timely customer response within SLA. **Requirements and Qualifications:** Basic knowledge of networks and connectivity (Wi\-Fi, modem, router). Familiarity with customer service systems (CRM, Help Desk). Basic understanding of service packages and ticket creation. Strong communication skills, active listening, and empathy. Ability to precisely follow scripts and protocols. Focus on humanized service and efficient resolution. Completed high school education. Preferred: currently enrolled in or graduated from a technical or undergraduate program in information technology, computer networking, informatics, or related fields. **To join our team, the following are essential:** Proactivity and autonomy in seeking solutions; Attention to detail and commitment to quality; Customer focus and excellence in service delivery; Willingness to learn, grow, and advance professionally; Collaborative spirit and teamwork; Ethical, respectful, and courteous conduct in daily interactions. **Why choose Grupo Netway?** Our culture is our DNA. It sustains our success and guides our future. To offer a complete and positive professional journey, we provide: Meal card; Complimentary internet after 3 months of experience; Life insurance; Discounts on company products and services; Ongoing training and development; Collaborative and welcoming environment; Frequent feedback and personalized development plans; Encouragement of innovation and creativity. **Employment Type: CLT – On-site** Working hours: Monday to Friday: 8:00 AM to 6:00 PM (with 2-hour break) Saturday: 8:00 AM to 12:00 PM