Help Desk Support Assistant

Description

Job Summary: The professional will be responsible for customer service, technical support (remote and on-site), system testing, service auditing, and process formalization, staying up-to-date and seeking sales opportunities. Key Highlights: 1. Customer service and technical support for Internet Service Providers (ISP) 2. Experience with configuration of routers, switches, and virtual interfaces 3. Teamwork, flexibility, agility, and courtesy Employment Type: CLT Hourly – Immediate hiring Sunday to Friday, 11:00 PM to 7:00 AM ? Responsibilities Responsibilities and duties: * Customer service via phone or WhatsApp; technical support for internet users; performing hardware, software, and system testing and evaluation; * On-site technical support for field technicians; monitoring and identifying service non-conformities; auditing the closure of Installation and Maintenance Service Orders; formalizing company processes within the system; * Prioritizing tasks and determining, when necessary, that another professional visits the customer; understanding and engaging with customer issues to build rapport and foster a mutually satisfying environment; * Creating Service Orders for on-site technical support; recording customer requests; * Handling problems and customer pressure when they experience difficulties navigating or accessing services; maintaining a cheerful attitude and conveying it to customers; * Staying updated on new products/services and being capable of identifying sales opportunities aligned with customer needs; providing customer feedback to the responsible supervisor. Requirements: Experience in customer service for ISPs; experience in web-based configuration of routers, switches (WAN, LAN, VLAN), and virtual interfaces (VLAN, PPPoE); knowledge of Wi-Fi network compatibility and usage (5G and 2.4G bands); speed testing. Skills: * Teamwork; * Flexibility and adaptability to business needs, people, and processes; * Task efficiency and courtesy toward customers and colleagues; * Sense of urgency and innovation; * Organized, proactive, receptive, and assiduous. ? Benefits Meal allowance; Outpatient and dental health plan (after probation period). Additional Benefits and Incentives: Attendance and punctuality bonus (physical voucher or card); Total Pass (gym membership program); Qualifica Online Courses Platform; INSS and other federal or social taxes.