Technical Assistant

Vivo (Telefônica Brasil)

. Monitor and handle customer service activities, administratively routing processes related to installations, faults, address changes, and provisioning .

Posted 9/23/2026full-timeSão Paulo • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong capabilities in customer service management, process improvement, and compliance monitoring. Proficient in utilizing various operational tools and methodologies to enhance customer satisfaction and streamline departmental processes.

Highest-signal resume keywords

Customer Service ManagementProcess Improvement InitiativesCompliance ManagementAgile MethodologyOperational Reporting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ExcelWindowsProcess ImprovementQuality MonitoringEscalation Handling

Soft Skills

Problem SolvingCommunicationPrioritization

Tools & Technologies

NextSiebelWFMCSOSagreSigresEfikaETA-DirectDM Systems

Certifications & Qualifications

High School Diploma

Industry Keywords

Customer SatisfactionAnatel ComplianceOperational ReportsQuality Indicators

About the role

Key responsibilities & impact

Monitor and handle customer service activities, administratively routing processes related to installations, 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 scores and responses
Manage compliance with Anatel indicator deadlines
Manage the handling 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 directing exception-volume deviations to interfacing departments when necessary

Requirements

What you’ll need

High school diploma, with proof of completion
Knowledge of Excel and Windows
Currently pursuing a degree in Business Administration, Business/Service Management, or Engineering (preferred)
Knowledge of Agile methodology (preferred)
Familiarity with Next, Siebel, WFM, CSO, Sagre, Sigres, Efika, ETA-Direct, and DM systems (a plus)

Benefits

Comp & perks

Flexible benefits for employees and dependents, including fitness, meal vouchers, food vouchers, pharmacy assistance, medical and dental coverage, and life insurance
Corporate mobile phone
Unlimited voice and data plan
Special discounts on Vivo landline, broadband, TV, and app services
Annual bonus or profit-sharing program (PPR)
Private pension plan
Subsidy for school, daycare, or nanny expenses
Remote work up to twice a week
Flexible working hours
Birthday day off
Corporate volunteering program
Educational Development Program offering discounts at educational institutions, as well as certifications and online courses
Internal recruitment program in Brazil or abroad
Physical, emotional, and social health initiatives, including nutritionists, psychologists, social services, and telemedicine
Positions available to people with disabilities and/or rehabilitated workers