This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a B2B Customer Care Journey - Consultor Suporte Técnico NAT based in Brazil.
We are seeking a Technical Support Consultant to deliver outstanding service and technical assistance to B2B customers throughout their service journey. In this role, you will manage complex support cases, coordinate with multiple internal teams, and ensure the successful delivery of connectivity solutions while maintaining high service standards. You will play a key role in resolving incidents, identifying root causes, and improving customer satisfaction through proactive communication and operational excellence. This opportunity is ideal for professionals who enjoy solving technical challenges, collaborating across departments, and contributing to a customer-focused environment where quality and continuous improvement are priorities.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a B2B Customer Care Journey - Consultor Suporte Técnico NAT based in Brazil.
We are seeking a Technical Support Consultant to deliver outstanding service and technical assistance to B2B customers throughout their service journey. In this role, you will manage complex support cases, coordinate with multiple internal teams, and ensure the successful delivery of connectivity solutions while maintaining high service standards. You will play a key role in resolving incidents, identifying root causes, and improving customer satisfaction through proactive communication and operational excellence. This opportunity is ideal for professionals who enjoy solving technical challenges, collaborating across departments, and contributing to a customer-focused environment where quality and continuous improvement are priorities.
Accountabilities:
- Deliver high-quality technical support to internal and external B2B customers, ensuring a positive customer experience throughout the service lifecycle.
- Receive, analyze, and resolve customer incidents and service requests while identifying root causes and implementing corrective actions.
- Manage support cases from initial request through final resolution, documenting all activities and providing timely status updates to customers and stakeholders.
- Operate customer service platforms and internal systems to register, monitor, and manage technical requests accurately.
- Ensure compliance with established operational procedures, service standards, and business performance indicators.
- Provide technical and operational support for connectivity solutions, including W-VPN and other enterprise communication services.
- Coordinate activation projects with engineering, operations, commercial teams, project managers, and customers to ensure timely and successful implementations.
- Manage activation, modification, and maintenance processes for enterprise networking solutions from planning through final delivery.
- Monitor IP utilization and support payment processing environments, particularly during critical business periods.
- Coordinate planned maintenance windows, communicate scheduled activities to affected customers, and ensure service continuity whenever possible.
- Higher education in Telecommunications, Information Technology, or a related field, either completed or in progress, is considered an advantage.
- Previous experience in technical customer support, customer service, or technical operations.
- Experience working with computer systems, business applications, and customer support tools.
- Knowledge of basic mathematics and analytical reasoning.
- Professional experience within the technology or telecommunications industry.
- Strong communication skills with the ability to interact effectively with customers and cross-functional teams.
- Excellent organizational skills and the ability to manage multiple cases simultaneously.
- Customer-focused mindset with strong problem-solving and troubleshooting abilities.
- Ability to work independently while collaborating effectively in multidisciplinary environments.
- Commitment to process compliance, service quality, and continuous improvement.
- Comprehensive medical insurance, including coverage for eligible dependents.
- Dental insurance for employees and eligible dependents.
- Medication assistance program.
- Gympass/Wellhub membership.
- Meal and/or food allowance.
- Transportation allowance.
- Private pension plan.
- Company mobile phone with unlimited internet and voice plan.
- Online English course, extendable to one family member or friend.
- Internal learning, training, and professional development programs.
- Profit-sharing program.
- Childcare support, including benefits for children up to two years old and daycare reimbursement for eligible parents.
- Flexible work arrangements and flexible working hours.
- Paid birthday day off.
- Additional employee well-being initiatives and family support programs.