Technical Support Assistant

Description

Job Summary: As a Level 1 Technical Support Assistant, you will provide first-level customer service, deliver operational support, and ensure prompt, high-quality resolution of requests. Key Highlights: 1. First-level customer service and support 2. Focus on operational excellence and organization 3. Ease of learning and openness to feedback **POSITION: TECHNICAL SUPPORT ASSISTANT – LEVEL 1** **Join Total GCI!** Total GCI is a communications management company offering cloud telephony solutions, WhatsApp management, IT services, and connectivity. Our goal is to enhance customer service and drive client results through technology and excellence. We are seeking a **Level 1 Technical Support Assistant**, responsible for first-level customer service, ensuring speed, organization, and quality in resolving requests. If you enjoy problem-solving, continuous learning, and working with technology and customer service, this role is for you. **Your day-to-day responsibilities** * Deliver **first-level customer service**, ensuring speed, clarity, and accurate issue routing * Provide **Level 1 support**, resolving simple and operational requests * Perform **ticket triage and organization**, collecting complete information for escalation when required * Monitor open tickets, ensuring **timely customer follow-up** * Log all interactions and service activities in the system (CRM and/or support platform) * Identify recurring issues and contribute to service improvements * Support operational organization, maintaining process quality and standardization **What we expect from you (Essential requirements)** * Completed high school education * Customer service experience * Basic technology knowledge (internet, systems, applications) * Strong verbal and written communication skills * Organizational skills and sense of priority **Nice-to-have qualifications (not mandatory)** * Prior experience in technical support or help desk * Experience with ticketing systems or CRM * Currently pursuing a bachelor’s degree in technology or related fields **Behavioral competencies** * **Focus on excellence**: strives for high-quality work with attention to detail * **Active listening**: understands the customer’s issue before acting * **Agility with responsibility**: resolves issues quickly without compromising quality * **Organization**: manages multiple tasks and priorities effectively * **Ease of learning**: quickly acquires new knowledge and adapts to new systems and processes * **Openness to feedback**: uses feedback as a tool for growth * **Professional demeanor with corporate clients** **What we offer** * Fixed salary * Transportation allowance * Meal allowance * Dental plan (after 6 months of employment) * Health insurance (after 6 months of employment) * Wellhub * Structured career development path (presented during the selection process) **Job details** * Employment type: CLT * Working hours: Monday–Thursday, 8 AM–6 PM; Friday, 8 AM–5 PM * Banked hours * On-site work – Jardim Satélite, São José dos Campos/SP * Position type: Full-time Position type: Full-time, CLT Compensation: starting from R$1\.945,00 per month Benefits: * Medical assistance * Dental assistance * Commercial partnerships and discounts * Life insurance * Meal voucher * Food allowance * Transportation allowance Work location: On-site