Operations and Technical Support Consultant

Description

Job Summary: We are seeking an Operations and Technical Support Consultant to ensure the resolution of technical inquiries and issues from Fiber Home Internet customers, prioritizing customer satisfaction and operational efficiency. Key Highlights: 1. Collaborate, challenge the status quo, and grow with purpose 2. Ensure a high level of resolution for technical inquiries 3. Foster a strong company culture and an excellent working environment **Job Description** ---------------------- Are you motivated by collaboration, challenging the status quo, and growing with purpose? Learn more about this opportunity: Operations and Technical Support Consultant * Ensure a high level of resolution for customer technical inquiries, issues, and complaints related to the Fiber Home Internet product across customer service platforms. * Provide specialized technical support to customer service platforms, ensuring correct application of procedures and solutions from specialized platforms handling Fiber Home Internet products. * Maintain a consistent focus on customer satisfaction, prioritizing quality and efficiency in incident resolution. * Collaborate and coordinate with the team to ensure proper case management and comprehensive customer service. * Monitor and evaluate resolution outcomes, proposing continuous improvements to support technical processes and practices. * Ensure the team complies with technical standards and guidelines for fiber Internet products and services. * Meet operational and strategic KPIs for the customer service platform (Voice and Written Channels), with emphasis on KPIs associated with technical issue and complaint resolution. * Promote company culture, uphold team motivation, and foster an excellent internal and external working environment. **Candidate Requirements** -------------------------- * University degree in Administration, Marketing, Communications, Industrial Engineering, or related fields * Advanced proficiency in Microsoft Office * Minimum 3 years of experience in technical support for Fiber Internet and related products * ITIL (Information Technology Infrastructure Library) certification is desirable * Understanding of GPON networks and the OSI model * Understanding of routing protocols and Wi-Fi network management **Selection Process** ------------------------ The selection process is conducted via Aira — a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to the position 2\. Check your email 3\. Log in to Aira and respond to the requested questions and/or assessments Then, if your profile matches our requirements, we will contact you by email (via Aira) to proceed to the in-person stage. **About Us** ------------------ We are Entel, a leading telecommunications and technology company in Latin America, with over 60 years of industry experience. We operate in Chile and Peru, focusing on delivering solutions that connect people, businesses, and organizations through mobile and fixed-network services—including data, IT integration, internet, local and long-distance telephony, among others. Since entering Peru in 2013, we have driven an innovative business proposition and a customer-centric approach as our core purpose. **Our Benefits** ----------------------- * Company mobile phone * Flexible working hours * Health insurance * Wellness activities * Training programs and courses * Product discounts * Free parking