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TIM Brasil

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B2B Customer Care Consultant – NAT Technical Support

Customer SupportCustomer SupportFull TimeRemoteSeniorTeam 10,001+Since 1998Company SiteLinkedIn

Location

Brazil

Posted

4 days ago

Salary

0

Seniority

Senior

Portuguese

Job Description

B2B Customer Care Consultant – NAT Technical Support

TIM Brasil

• Responsible for ensuring the best customer service journey • Provide customer support (external and internal) • Interpret consumer complaints and act to correct the root cause • Document the handling of requests clearly and concisely for external and internal stakeholders • Ensure adherence to operational and business metrics, maintaining achievement of established targets • Use tools and systems employed in support to query and record information • Case management: Track incidents and requests until resolution, logging all actions taken (by you or third parties) and keeping internal and external customers and managers informed of status • Process compliance: Strictly follow the processes and procedures established by the organization, ensuring standardization and quality in execution • Convergence product support: Provide technical and operational support for W-VPN, Infotim and agribusiness solutions • W-VPN activation: Coordinate activation projects with engineering, project, operations, commercial teams and customers, ensuring deadlines and delivery quality • Acquirer management: Monitor and manage processes related to electronic payment acquirers • IP monitoring: Monitor IP usage and context for major electronic payment companies, particularly during high-volume or critical dates • Scheduled maintenance management: Oversee nighttime activities within maintenance windows defined by engineering and notify customers who have contracted the W-VPN solution • Activation and change process: Manage all steps of W-VPN activation and modifications, from initiation through completion and final delivery to the customer.

Job Requirements

  • Preferred: University studies in telecommunications or technology (in progress)
  • Experience using computer/IT tools
  • Experience in customer service roles
  • Basic math skills
  • Professional experience in technology or telecommunications companies

Benefits

  • Health and dental insurance
  • Prescription drug benefit
  • Gympass
  • Meal and/or grocery allowance
  • Transportation allowance
  • Private pension plan
  • Company mobile phone with unlimited internet and voice allowance
  • Online English course extendable to one family member or friend
  • Internal training and development program
  • Profit-sharing program
  • New parent support – assistance for children up to 2 years old
  • Daycare reimbursement (for parents)
  • Flexible work models and schedules
  • Happy Day – Day off during your birthday month
  • And more!

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