Agencia VTAL

B2B Customer Service Analyst

Agencia VTAL

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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About the role

  • Inform clients about incident status, deadlines, and ongoing actions.
  • Coordinate remediation efforts between internal teams and third parties.
  • Open and monitor repair and incident tickets.
  • Ensure compliance with contractual SLAs and operational KPIs.
  • Identify risks and propose action plans for mitigation.

Requirements

  • Experience in customer service or technical customer support.
  • Clear, concise, solution-oriented communication skills.
  • Intermediate Excel (dashboards, pivot tables, filtering).
  • Familiarity with ticketing systems and CRM.
  • Ability to perform under pressure and a strong sense of urgency.
  • Previous experience in telecom/ISP/Datacom (advantage).
  • Technical knowledge of: IP networks, Metro Ethernet, FTTH, backbone, last-mile (advantage).
  • Knowledge of ITIL (Incidents / Problems / Changes) (advantage).
  • Experience with corporate B2B clients (advantage).
  • English or Spanish (advantage).
  • Degree in Information Technology, Business Administration, or Engineering.
Benefits
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Applicant Tracking System Keywords

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

Hard Skills & Tools
Excelticketing systemsCRMIP networksMetro EthernetFTTHbackbonelast-mileITILB2B
Soft Skills
customer servicetechnical customer supportsolution-oriented communicationability to perform under pressurestrong sense of urgency