This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Assistente de Atendimento e Suporte N1 Telecom – B2C/B2B based in Brazil.
We are seeking a customer-focused and tech-savvy Support Assistant to provide high-quality first-level technical support to premium customers and corporate accounts in the telecommunications sector. In this fully remote role, you will serve as a key point of contact, helping customers resolve connectivity issues and ensuring a smooth, reliable service experience. You will handle incoming requests across phone, chat, and email, diagnosing technical incidents and coordinating with specialized teams when further assistance is needed. Working in a fast-paced environment, you will contribute to customer satisfaction by combining technical knowledge, clear communication, and a personalized approach. You will also help maintain service-level agreements (SLAs) and participate in ongoing training to strengthen your technical and customer service skills. This opportunity is ideal for someone who enjoys solving problems, building strong customer relationships, and growing professionally in the telecommunications industry.
Accountabilities:
- Customer service and technical support: Provide first-level technical assistance through phone, chat, and email, delivering responsive, professional, and empathetic support to premium customers and corporate accounts.
- Technical diagnosis: Identify, investigate, document, and resolve first-level incidents involving internet connectivity, computer networks, Wi-Fi, and telecommunications services.
- Incident escalation: Forward complex or unresolved issues to second- or third-level support teams or field technicians, ensuring each ticket includes clear diagnostic information and detailed reports.
- SLA monitoring: Track customer requests and support tickets to ensure response and resolution deadlines are met in accordance with agreed service-level agreements.
- Customer relationship management: Communicate effectively with corporate stakeholders, executives, and senior management, ensuring a high standard of service throughout the support process.
- Ticket management and documentation: Maintain accurate records of incidents, troubleshooting steps, customer interactions, and resolutions to support efficient follow-up.
- Continuous learning: Participate in technical, procedural, and customer relationship training to improve service quality and expand technical expertise.
- Service improvement: Contribute to efficient support workflows by identifying recurring issues, helping resolve customer concerns, and applying established service procedures.
Requirements:
- Education: High school diploma or equivalent. Candidates currently pursuing higher education in Computer Networks, Information Technology, Business Administration, or related fields will have an advantage.
- Technical knowledge: Basic to intermediate understanding of computer networks, internet connectivity, Wi-Fi, and telecommunications services.
- Communication skills: Excellent verbal communication and strong written Portuguese, with the ability to explain technical information clearly and professionally to corporate customers, executives, and senior decision-makers.
- Customer service orientation: A genuine interest in helping people, with a strong focus on customer satisfaction, responsiveness, and service quality.
- Problem-solving abilities: Analytical thinking and the ability to diagnose technical issues, identify appropriate solutions, and recognize when escalation is necessary.
- Interpersonal skills: Empathy, emotional intelligence, proactivity, patience, and the ability to manage challenging interactions and resolve conflicts constructively.
- Remote work setup: A quiet and suitable home-office environment, an adequate computer, and a stable, high-speed internet connection.
- Schedule availability: Availability to work from 5:00 p.m. to 11:10 p.m., on a 6x1 schedule (six working days followed by one day off).
- Desirable experience: Previous experience in first-level technical support within telecommunications, internet service providers, or IT.
- Preferred background: Experience supporting B2B corporate accounts, VIP customers, or premium clients is a strong advantage.
- Accessibility and inclusion: Candidates with disabilities are encouraged to apply. The recruitment process welcomes diverse backgrounds and professional experiences.
Benefits:
- Medical insurance: Access to a health insurance plan.
- Dental coverage: Dental insurance as part of the employee benefits package.
- Flexible meal benefits: Meal and food allowances with flexible allocation options, allowing employees to choose according to their preferences.
- Mobility benefits: Transportation or mobility support, according to the available benefits package.
- Incentive-based compensation: Incentivized variable remuneration (RVI), with financial recognition linked to team performance and achieved targets.
- Profit-sharing program (PLR): Participation in company results, with profit-sharing opportunities linked to overall performance.
- Fitness benefits: TotalPass discounts on gyms and fitness studios.
- Childcare assistance: Childcare allowance for eligible employees.
- Life insurance: Additional financial protection.
- Health and wellness program: Access to C4Life, a program focused on overall health and well-being.
- Exclusive service discounts: Special conditions on internet and mobile phone services, subject to regional availability.
- Fully remote work: The opportunity to work from home, provided the required equipment and connectivity standards are met.
- Professional development: Ongoing technical and customer service training to strengthen skills and support career growth.
- Performance-oriented culture: An environment that values teamwork, continuous improvement, inclusion, and recognition of results.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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