Assistente De Atendimento e Suporte N1 Telecom - B2C/B2B

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.