Monitor and control the operation of the Service Desk, Field Service and intake/triage of hardware for the microinformatics product
Provide prompt assistance and quickly respond to incidents/tickets that impact the customer experience
Perform deeper diagnostics to identify root cause and impact of customer experience issues and correct at the root
Build and maintain relationships with areas involved in the product chain (Sales, Pre-sales, Customer Success, Support, and Logistics)
Lead direct actions with each microinformatics manufacturer (Dell, Lenovo, Samsung, Apple, Positivo, etc.) to ensure SLA compliance
Identify improvement opportunities that can help our operation KPIs
Assist in mapping Work Instructions and technical support procedures that need to be created/validated
Demonstrate a strong sense of urgency with fast, detailed and objective responses including cause, action, resolution, timelines and owners
Measure customer satisfaction

Bachelor's degree completed or in progress
Knowledge of microinformatics product portfolios from major market vendors
Experience/knowledge of Service Desk and Field support operations
Customer-focused and service-oriented mindset
Curiosity, digital mindset, openness to new ideas and a proactive, responsible approach
Preferred/Desirable:
Technical courses and certifications
Technical courses and certifications focused on customer service

Choose the benefits that best suit you and your dependents through a digital platform with categories such as Gym, Meal Allowance (VR), Food Voucher (VA), Pharmacy Assistance, Medical, Dental and Life Insurance
Company mobile phone. Yes, a brand-new smartphone for you!
Unlimited voice and data plan! Truly unlimited, on the best mobile network with even faster 5G from Vivo!
An exclusive Vivo offer with a special discount on landline, broadband, TV and apps
Eligible to receive an annual Bonus or PPR
Plan your future with our Private Pension Plan
Have children? You may be eligible for a subsidy to help with school, daycare or nanny expenses
Work in an environment that respects your personality, dress style and individuality and allows you to be authentic. #VemdeVocê
Work remotely up to 2 days per week. #Mobility
Flexible working hours
Enjoy a day off to celebrate your birthday (Day off)
Participate in one of the largest corporate volunteer programs to make a difference in the world
Take advantage of our Educational Development Program, offering partnerships with educational institutions with discounts; certifications and online courses
Advance your career through our Internal Recruitment Program, in Brazil or abroad—we are present in over 17 countries! #VivoMinhaCarreira
Access initiatives to improve your physical, emotional and social well-being. We offer #VivoWellBeing with services such as nutritionist consultations, psychologists, social work, telemedicine, and more

Analista de Produtos Jr., Service Desk e FIELD de Microinformática

Key skills