Technical Assistant

Description

Job Summary: This professional will be responsible for managing technical staff routes, monitoring customer service activities, and supporting the control of quality indicators, aiming to improve processes. Key Highlights: 1. Technical staff route management 2. Monitoring and handling of customer service activities 3. Process improvement initiatives focused on customer satisfaction Customer Service Engineering Customer Service Engineering Directorate – São Paulo Capital **Work Location: Vila Mariana Cluster/SP** **** To deliver a better experience to our customers, we have the Customer Service Engineering team. The Engineering team’s mission is to explore new technologies, plan the telecommunications network, and drive technological expansion of our products and infrastructure. The Customer Service team ensures speed and quality in repair, installation, and maintenance of B2B and B2C customer lines across fixed, mobile, and TV networks. Through consistent projects and planning, we implement the company’s technological evolution, increasing network capacity. Want to join this team? Then come aboard! **Responsibilities and Duties** Technical staff route management; Monitoring and handling of customer service activities, administratively coordinating execution of processes related to installation, faults, address changes, and provisioning; * Supporting control of quality indicators related to installations, address changes, and repairs; * Process improvement initiatives focused on customer satisfaction, based on TDNA scores and feedback; * Scheduling activities by phone with customers; * Correcting service orders for installations, repairs, and disconnections (telephone line, broadband, TV); * Managing compliance with ANATEL indicator deadlines; * Managing escalations for VIP and priority customers; * Monitoring backlog and prioritizing e\-mails; * Reporting daily situations/issues; * Updating operational reports; **Requirements and Qualifications** * Completed high school education with official completion certificate; * Intermediate-level Excel and Windows proficiency (assessment required); * Knowledge of Quality and Productivity Indicators/KPIs. Preferred Qualifications * Pursuing undergraduate studies in Business Administration, Business or Process Management, or Engineering; * Familiarity with project management tools; * Familiarity with Next, Siebel, NSIA, WFM, Remedy, CSO, Sagre, Sigres, Efika, ETA\-Direct, and DM systems would be advantageous. **Additional Information** Here’s what we offer\* you: At Vivo, we spare no effort in supporting and valuing our employees—not just offering excellent benefits, but also flexible ones. * Choose the ideal benefit for you and your dependents via a digital platform featuring multiple categories: Gym membership, Meal Voucher (VR), Food Voucher (VA), Pharmacy Allowance, 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 5G! * An exclusive Vivo offer with special discounts on landline, broadband, TV, and apps; * Eligibility for annual Bonus or Profit Sharing (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, and your individuality—you can truly be yourself. \#VemdeVocê * Work remotely up to two days 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, enabling you to transform the world; * Access our Educational Development Program, offering partnerships with educational institutions at discounted rates; certifications and online courses; * Accelerate your career through our Internal Recruitment Program, available across Brazil and internationally—we operate in over 17 countries! \#VivoMinhaCarreira * Benefit from numerous initiatives designed to enhance 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! Our employees have access to consultations with nutritionists, psychologists, social workers, telemedicine, and more! * All our positions are open to people with disabilities and/or rehabilitated individuals. We foster a culture that values diversity, differences, and people’s potential! \#VivoDiversidade \#VemPraVivo We are part of 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, reliability, and the quality only Vivo delivers. To achieve this, we lead a digital transformation journey, revolutionizing our company from within. We’ve implemented agile methodologies across the organization, connecting us with the most innovative and collaborative ways of working. We strive to cultivate a diverse and inclusive environment that stimulates creativity, drives innovation, and boosts 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, transforming 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"**: Immediately resolve what matters most to the customer. * **"People are our best technology"**: Adopt a constructive attitude, collaborate, and trust in human connections. * **"Curiosity is highly valued"**: Act courageously, test new ideas, and learn from every discovery. * **"Simplicity is always possible"**: Get straight to the point, resolve issues with the right people, and simplify the path. * **"Results are my responsibility"**: Own 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 diverse, representative workplace. We are a **technology** company inspired by diversity and **innovation**, providing space for everyone, supporting and embracing differences. We believe delivering the best experience to our customers begins with delivering an excellent experience to our employees. **\#VemPraVivo**