N1 Customer Service and Support Assistant, Telecom
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Job Description
Assistente remoto de suporte N1 para clientes premium e corporativos da Brasil Tecpar. Diagnóstico de conectividade, encaminhamento de chamados e cumprimento de SLAs.
Responsibilities:
- Provide inbound N1 customer service and technical support via phone, chat, and email to B2B and Premium customers, including executive and corporate clients in Alphaville
- Identify, record, and resolve technical connectivity and telecommunications incidents
- Escalate complex tickets to N2/N3 or field teams, providing clear and detailed reports
- Ensure compliance with response and resolution times agreed upon with corporate customers
- Participate in technical training, process training, and customer relationship development programs
Requirements:
- High school diploma
- Currently pursuing a higher education degree in Networking, Information Technology, Business Administration, or a related field is a plus
- Basic to intermediate knowledge of computer networks, the internet, Wi-Fi, and telecommunications
- Excellent verbal communication, impeccable writing skills, and the ability to communicate effectively with corporate and high-profile customers, including C-level executives and managers
- Quiet work environment suitable for remote work
- Own suitable computer
- Stable, high-speed internet connection
- Proactivity, emotional intelligence, empathy, and strong conflict-resolution skills
- Previous experience providing N1 support in telecommunications, internet service providers, or IT is a plus
- Experience supporting B2B corporate accounts or VIP/Premium customers is a plus
- Availability to work from 5:00 p.m. to 11:10 p.m. on a 6-on/1-off schedule
Benefits:
- Flexible Benefits Package
- Health Insurance
- Dental Insurance
- Meal Voucher
- Food Voucher
- Mobility Benefit
- RVI (Incentive Variable Compensation)
- Profit-Sharing and Results Bonus
- TotalPass: Exclusive discounts at gyms and fitness studios
- Childcare Assistance
- Life Insurance
- C4Life: Program focused on comprehensive health and well-being
- Exclusive discounts on internet and mobile phone services, where available
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