B2B Customer Care Consultant – NAT Technical Support

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Accountable for delivering an exceptional customer service experience.

• Offer support to customers, both external and internal.

• Analyze consumer complaints and take action to address the underlying issues.

• Clearly and concisely document the handling of requests for both external and internal stakeholders.

• Ensure compliance with operational and business metrics, consistently achieving set targets.

• Utilize tools and systems used for support to query and document information.

• Case management: Monitor incidents and requests until resolution, recording all actions taken (by you or third parties) and keeping both internal and external customers and managers updated on progress.

• Process compliance: Rigorously adhere to the processes and procedures set forth by the organization, ensuring standardization and quality in execution.

• Convergence product support: Deliver technical and operational assistance for W-VPN, Infotim, and agribusiness solutions.

• W-VPN activation: Coordinate activation projects with engineering, project, operations, commercial teams, and customers, ensuring adherence to deadlines and quality of delivery.

• Acquirer management: Oversee and manage processes concerning electronic payment acquirers.

• IP monitoring: Supervise IP usage and context for major electronic payment companies, especially during peak periods or critical dates.

• Scheduled maintenance management: Manage nighttime activities within maintenance windows defined by engineering and inform customers who have contracted the W-VPN solution.

• Activation and change process: Oversee all phases of W-VPN activation and modifications, from initiation to completion and final delivery to the customer.

⛳️ Requirements

• Preferred: University studies in telecommunications or technology (currently pursuing).

• Familiarity with computer/IT tools.

• Previous experience in customer service roles.

• Basic mathematical skills.

• Professional background in technology or telecommunications industries.

🏝️ Benefits

• Health and dental insurance.

• Prescription drug benefit.

• Gympass.

• Meal and/or grocery allowance.

• Transportation allowance.

• Private pension plan.

• Company mobile phone with unlimited internet and voice allowance.

• Online English course extendable to one family member or friend.

• Internal training and development program.

• Profit-sharing program.

• New parent support – assistance for children up to 2 years old.

• Daycare reimbursement (for parents).

• Flexible work models and schedules.

• Happy Day – Day off during your birthday month.

• And more!