Technical Assistant

Vivo (Telefônica Brasil)

. Monitor and handle customer service activities, administratively coordinating the execution of processes related to installations, service faults, address changes, and provisioning .

Posted 9/22/2026full-timeSão Paulo • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong capabilities in customer service management, process improvement, and compliance monitoring. Proficient in utilizing quality indicators and project management tools to enhance operational efficiency and customer satisfaction.

Highest-signal resume keywords

Customer Service ManagementProcess Improvement InitiativesQuality Indicators/KPIsProject Management ToolsAgile Methodology

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

ExcelWindowsQuality IndicatorsProductivity IndicatorsProject ManagementProcess CoordinationEscalation ManagementOperational ReportingIssue ResolutionBacklog Monitoring

Tools & Technologies

NextSiebelWFMCSOSagreSigresEfikaETA-DirectDM Systems

Certifications & Qualifications

High School Diploma

Industry Keywords

Customer SatisfactionAnatel ComplianceService FaultsInstallationsAddress Changes

About the role

Key responsibilities & impact

Monitor and handle customer service activities, administratively coordinating the execution of processes related to installations, service faults, address changes, and provisioning
Support the monitoring of quality indicators related to installations, address changes, and repairs
Implement process improvement initiatives related to customer satisfaction, based on TDNA ratings and responses
Manage compliance with Anatel indicator deadlines
Manage the execution of escalations, V customers, and VIP customers
Monitor the backlog and prioritize emails
Report daily situations and issues
Update operational reports
Contribute to resolving departmental issues by identifying potential failures and volume deviations in exception cases and directing them to the relevant interfacing departments when necessary

Requirements

What you’ll need

High school diploma, with proof of completion
Intermediate knowledge of Excel and Windows
Knowledge of quality and productivity indicators/KPIs
Knowledge of project management tools
Currently pursuing a degree in Business Administration, Business/Service Management, or Engineering (preferred)
Knowledge of Agile methodology (preferred)
Knowledge of Next, Siebel, WFM, CSO, Sagre, Sigres, Efika, ETA-Direct, and DM systems is a plus

Benefits

Comp & perks

Choose the benefits that best suit you and your dependents through a digital platform offering categories such as gym membership, meal and food vouchers, pharmacy assistance, medical and dental coverage, and life insurance
Corporate mobile phone
Unlimited voice and data plan
Special discounts on landline, broadband, TV, and apps
Annual bonus or PPR (Profit-Sharing Program)
Private pension plan
Subsidy for school, daycare, or nanny expenses
Remote work up to two days per week
Flexible working hours
One day off on your birthday
Corporate volunteering program
Educational Development Program with partnerships with educational institutions, certifications, and online courses
Internal recruitment program in Brazil or abroad
Physical, emotional, and social health initiatives, including consultations with a nutritionist and psychologists, social services, and telemedicine
Positions available to people with disabilities and/or rehabilitated workers