Customer Support Agent 1

Função Position Atendente de Customer Support (N1) Customer Support Agent (L1) Condições Conditions Page Break Localização : São Paulo (híbrido) Horário : Segunda a Sexta, das 8:00 às 17:00 (BRT) Departamento : CS (Operações Brasil) Gestão : Sem subordinados Reporta-se a : Diretor de Operações Tipo de contrato: Tempo integral Necessidade de viagens : Não Location : São Paulo (hybrid) Schedule : Monday to Friday, 8:00 AM to 5:00 PM Department : CS (Brazil Operations) Management : No subordinates Reports to : Operations Leader Contract type : Full-time Travel required : No Page Break Objetivo do Cargo Objective of the Job Page Break O(A) Atendente de Customer Support (Nível 1) é a linha de frente e o principal ponto de contato dos clientes da KORE Brasil. Este(a) profissional é responsável por oferecer um atendimento acolhedor e empático, solucionando as demandas de primeiro nível e garantindo que todas as solicitações sejam devidamente compreendidas, classificadas, tratadas e encaminhadas. A posição é essencial para construir uma relação de confiança e para garantir que os clientes recebam suporte rápido e eficaz em sua jornada com a KORE. The Customer Support Agent (Level 1) is the frontline and primary point of contact for KORE Brazil's customers. This professional is responsible for providing a welcoming and empathetic service, resolving first-level demands, and ensuring all requests are properly understood, classified, handled, and escalated. This position is essential for building a relationship of trust and ensuring that customers receive fast and effective support on their journey with KORE. Page Break Responsabilidades Principais Key Responsibilities Atendimento e Suporte ao Cliente Customer Service and Support Page Break Atuar como o primeiro ponto de contato para os clientes, gerenciando as solicitações recebidas por todos os canais de atendimento (Telefone, E- mail, WhatsApp). Focar no entendimento profundo das necessidades do cliente, realizando um atendimento empático e personalizado, sem o uso de respostas padrão. Realizar a classificação inicial da demanda sob a perspectiva do cliente e orientá-lo de forma clara sobre como seu problema será conduzido internamente. Encaminhar de forma precisa a demanda para o grupo de trabalho adequado (Comercial, Act as the first point of contact for customers, managing requests received through all service channels (Phone, E-mail, WhatsApp). Focus on a deep understanding of the customer's needs, providing empathetic and personalized service without using standard scripts. Perform the initial classification of the demand from the customer's perspective and clearly guide them on how their issue will be handled internally. Accurately forward the demand to the appropriate workgroup (Sales, Finance, or L2/L3 Technical Support), ensuring a smooth process flow. Page Break Page Break Financeiro ou Suporte Técnico N2/N3), garantindo a fluidez do processo. Gestão de Chamados Suporte Técnico Nível 1 Prestar o suporte técnico primário (Nível 1) para dúvidas sobre a utilização da plataforma PORTHAL 2.0 e questões de faturamento. Realizar a abertura e a triagem de todos os chamados no sistema, documentando de forma clara e completa o problema relatado. Executar tarefas operacionais de pós-venda, como a ativação de SIM Cards e configurações básicas. Acompanhar ativamente o ciclo de vida dos chamados, mantendo o cliente sempre informado sobre o status, e ser o responsável por confirmar a resolução do problema antes do encerramento final. Ticket Management and Level 1 Technical Support Provide primary technical support (Level 1) for questions regarding the use of the PORTHAL 2.0 platform and billing inquiries. Open and triage all tickets in the system, documenting the reported issue clearly and completely. Perform operational post-sales tasks, such as SIM card activation and basic configurations. Actively follow the lifecycle of open tickets, keeping the customer always informed of the status, and be responsible for confirming the resolution of the problem before the final closure. Page Break Requisitos Requirements Page Break Ensino médio completo. Cursando ensino técnico ou superior em Administração, Gestão Comercial ou áreas correlatas será um diferencial. Experiência prévia com atendimento ao cliente ou suporte técnico, preferencialmente em empresas de tecnologia, telecomunicações ou serviços. Familiaridade com o uso de sistemas de CRM e/ou ferramentas de abertura de chamados (ticketing). Excelente capacidade de comunicação verbal e escrita. High school diploma required. Currently pursuing a technical or bachelor's degree in Business Administration, Sales Management, or related fields is a plus. Previous experience in customer service or technical support, preferably in technology, telecommunications, or service companies. Familiarity with using CRM systems and/or ticketing tools. Excellent verbal and written communication skills. Page Break Competências Comportamentais Behavioral Competencies Page Break Empatia e Paciência : Capacidade de ouvir o cliente, entender seu problema e tratá-lo com cordialidade e paciência, mesmo em situações difíceis. Comunicação Clara e Didática : Habilidade de explicar informações de forma simples, clara e objetiva. Agilidade e Organização : Capacidade de gerenciar múltiplas solicitações simultaneamente e de manter os chamados e registros organizados. Proatividade e Resolução de Problemas : Atitude de buscar ativamente a solução para os mpathy and Patience : The ability to listen to the customer, understand their problem, and treat them with courtesy and patience, even in difficult situations. Clear and Didactic Communication: The ability to explain information in a simple, clear, and objective manner. Agility and Organization : The ability to manage multiple requests simultaneously and keep tickets and records organized. Page Break Page Break problemas do cliente dentro do seu escopo de atuação. Trabalho em Equipe : Disposição para colaborar com os colegas de equipe e com o(a) supervisor(a) para atingir os objetivos do departamento. Vontade de Aprender : Interesse em aprender continuamente sobre os produtos, serviços e processos da KORE para oferecer um atendimento cada vez melhor. Proactivity and Problem-Solving : An attitude of actively seeking solutions to customer problems within one's scope of action. Teamwork : A willingness to collaborate with teammates and the supervisor to achieve department goals. Willingness to Learn : An interest in continuously learning about KORE's products, services, and processes to offer ever-improving service. Page Break Atrativos Atractive Aspects Page Break Esta posição é a porta de entrada para uma carreira em uma empresa líder no dinâmico setor de IoT. Oferece uma oportunidade fantástica para desenvolver habilidades de atendimento e de tecnologia, com a possibilidade de crescimento profissional em um ambiente inovador e colaborativo. This position is the gateway to a career in a leading company within the dynamic IoT sector. It offers a fantastic opportunity to develop customer service and technology skills, with the possibility of professional growth in an innovative and collaborative environment. WORKING CONDITIONS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to remain stationary; move; lift, push, pull and/or move up to 15 pounds. The employee must regularly sit; use hands to finger, handle, or feel; reach with hands and arms; communicate. Specific vision abilities required by this job include close vision. VISION To be the trusted global leader in IoT Connectivity Solutions for over 100,000,000+ connected devices, enabling a smarter, more connected world for all. MISSION To empower our customers to deliver transformative solutions that deliver impactful outcomes to the communities and customers they serve. KORE VALUES Customer Obsession We earn trust through deep understanding and relentless commitment. We earn the trust of our customers and aim to delight them through our solutions – we want to be loved by our customers. Be the Spark We lead with energy, creativity, and urgency. We don't wait for change – we ignite it. We listen, engage, and encourage others to participate. Own the Outcome We take accountability seriously – delivering on our promises to customers, teammates, and ourselves. We finish what we start. We think like owners and we’re frugal where it makes sense. Grit & Positivity We face challenges head-on – with resilience, optimism, and determination. We look at these situations as an opportunity to create a positive outcome. When we make a commitment, we deliver. We challenge those in a respectful way that do not meet their commitments. Challenge. Debate. But Be Human. We speak up, question assumptions, and challenge ideas – not people. We aim for the best outcomes through respectful, direct, and open dialogue, keeping in mind we’re all on the same team. KORE Wireless Group, Inc., is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of any kind. KORE is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at KORE are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, or belief, national, social, or ethnic origin, sex (including pregnancy), age physical, mental or sensory disability, HIV Status, sexual orientation, gender identify and/or expression, marital, civil union, or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. KORE will not tolerate discrimination or harassment based on any of these characteristics.