Technical Assistant

Vivo (Telefônica Brasil)

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

Posted 9/22/2026full-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 operational tools and methodologies to enhance customer satisfaction and manage escalations effectively.

Highest-signal resume keywords

Customer Service ManagementProcess Improvement InitiativesCompliance ManagementKnowledge of Agile MethodologyProficiency in Microsoft Excel

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process ImprovementCustomer Service ActivitiesQuality MonitoringEscalation ManagementOperational Reporting

Soft Skills

Problem SolvingCommunicationPrioritization

Tools & Technologies

Microsoft ExcelWindowsNextSiebelWFMCSOSagreSigresEfikaETA-Direct

Certifications & Qualifications

High School Diploma

Industry Keywords

Anatel ComplianceCustomer SatisfactionTDNA RatingsService Management

About the role

Key responsibilities & impact

Monitor and handle customer service activities, administratively forwarding processes related to installation, faults, address changes, and provisioning
Support the monitoring of quality indicators related to installations, address changes, and repairs
Carry out process improvement initiatives related to customer satisfaction, based on TDNA ratings and responses
Manage compliance with Anatel indicator deadlines
Manage the execution of escalations and service for V and VIP customers
Monitor the backlog and prioritize emails
Report daily situations and issues
Update operational reports
Contribute to resolving departmental issues by directing potential failures and deviations in exception volumes to interface teams when necessary

Requirements

What you’ll need

High school diploma, with proof of completion
Knowledge of Microsoft Excel and Windows
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 (a plus)

Benefits

Comp & perks

Flexible digital benefits platform for employees and dependents, including gym membership, meal vouchers, food vouchers, pharmacy assistance, medical and dental care, and life insurance
Company-issued mobile phone
Unlimited voice and data plan
Special discounts on Vivo landline, broadband, TV, and apps
Annual bonus or profit-sharing program (PPR)
Private pension plan
Subsidy for school, daycare, or nanny expenses
Remote work up to twice per week
Flexible working hours
Birthday day off
Corporate volunteer program
Educational Development Program offering partnerships, discounts, certifications, and online courses
Internal Recruitment Program in Brazil or abroad
#VivoBemEstar Program offering consultations with nutritionists and psychologists, social services, telemedicine, and other health initiatives