Atento

Analyst

• Provide support to field technicians in incident handling;
• Support the operational telecom technician; Fault diagnosis; Validation diagnosis;
• Monitoring of high-complexity services;
• Required knowledge in the following technologies: Switch, GPON, DSLAM, Deterministic networks, Transport Network (DWDM / SDH / Radio);
• Knowledge of topologies: IP Network (Dedicated IP / VPN / MPLS / Metro LAN / Fiber ERB / Vivo2 Sinergia Plus);
• High-capacity metro; Low-capacity metro; Fusion Network; Backbone;
• Practical knowledge: Troubleshooting on high-capacity backbones; Troubleshooting on private links; Network protocols (BGP / IBGP / EBGP / ISIS / OSPF / ICMP); Routing; Preparation of RFO; Preparation of RCA.

Telecom Analyst II

• Forecasting and Capacity Planning
• Scheduling and Shift Management
• Real-Time Monitoring and Analysis
• Data Analysis and Continuous Improvement
• Collaboration and Strategic Support

Senior Planning Analyst

Public Relations

• Prepare and update management and operational reports;
• Develop, maintain and analyze spreadsheets using advanced Excel;
• Consolidate data and performance indicators (KPIs);
• Support the monitoring of results and targets;
• Perform quantitative and qualitative data analyses;
• Use Office Suite tools for presentations, tracking and analysis.

Operations Analyst

Collections

• Voice-based active/inbound customer service to negotiate debts for telephony and internet products or services, offering special payment options;
• The agent must identify the customer’s needs and provide a practical, objective solution in accordance with product and/or service procedures;
• Use systems to perform service logging and related actions.

Active/Inbound Collections Specialist – Telecommunications

Sales

• Handle inbound calls with a sales focus, aiming to identify customer needs, clarify doubts, perform procedures, and offer products and/or services;
• The agent must identify the customer's need and provide a practical, objective solution in accordance with the product or service procedure;
• Sale of products and services;
• Specific technical tasks: Call center service offering telephony voice or data services or products, working with service packages for residential or mobile phone lines, data packages, broadband and fiber services;
• Professional experience: We hire candidates without prior professional experience, but experience in customer service and sales will be an advantage, such as sales roles in stores, door-to-door, supermarkets, shopping malls, retail, department stores, telephony service, telemarketing, customer service, sales consultant, sales executive, outbound sales, Call Center SAC, ombudsman, back office, or technical support;
• Will use systems to record interactions and perform service procedures.

Inbound Customer Service Specialist (SAC) — Sales (Telephony)

Customer Retention Specialist

• Inbound support for students via phone and WhatsApp to probe and understand the reasons for enrollment cancellation;
• Execute system procedures to prevent students from withdrawing from the institution;
• Identify student needs and provide practical, targeted solutions;
• Use systems to record interactions and document service actions.