Analista de Suporte e Atendimento – JR
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Job Description
Support Analyst providing customer assistance in the telecommunications sector focusing on fiber optic networks. Managing inquiries and resolving customer issues through various platforms.
Responsibilities:
- Atender clientes via chat da plataforma, WhatsApp e reuniões pelo Google Meet;
- Responder dúvidas relacionadas aos módulos da plataforma, como OZmap, OZmob, OZloc, OZconverter, entre outros;
- Dominar as documentações e artigos internos;
- Realizar reuniões com clientes via Google Meet, principalmente em situações mais complexas;
- Escalonar demandas e coordenar alinhamentos internos com outros times;
- Executar atividades secundárias em momentos de menor demanda, de acordo com afinidades do colaborador(a), como traduções, relatórios e atividades correlatas.
Requirements:
- Experiência com suporte técnico em ambientes SaaS B2B;
- Experiência ou conhecimento prático em redes de fibra óptica e telecomunicações;
- Capacidade de investigar e diagnosticar problemas técnicos antes de realizar escalonamentos;
- Experiência com ferramentas de atendimento e gestão de chamados (Zendesk, Freshdesk, Jira ou similares);
- Experiência com documentação de processos e registros de atendimento;
- Conhecimento em GIS ou geoprocessamento;
- Espanhol Fluente para leitura, escrita e conversação (reuniões e atendimentos);
- Conhecimento em Google Workspace (Gmail, Drive, Docs, Meet, Agenda e Forms).
Benefits:
- VA/VR: R$ 700,00 no cartão Flash – liberdade total de escolha;
- Auxílio Equipamento – pra garantir uma estrutura de trabalho confortável;
- Plano de Saúde e Odonto Bradesco;
- Incentivo aos estudos – apoiamos sua jornada de desenvolvimento contínuo;
- Presente de aniversário – porque gostamos de comemorar juntos;
- Reconhecimento por tempo de casa – sua história aqui é valorizada;
- Incentivo a idiomas – para você ir além das fronteiras;
- TotalPass (uso exclusivo do colaborador);
- Associação ACATE & SESC – vantagens exclusivas!
- Eventos online de integração e confraternizações.
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