Customer Service Agent (Telecom)

TL;DR

Customer Service Agent (Telecom): Providing first-line technical support for business customers via phone and email with an accent on resolving technical queries and managing customer accounts. Focus on translating technical information into understandable language, coordinating with technical support teams, and ensuring high customer retention.

Location: Must be based in São Paulo, Brazil

Company

hirify.global is a technology-driven global mobile communications provider delivering connectivity solutions, eSIM technology, and regulated telecom services across 40 countries.

What you will do

• Act as first-line support for business customers, solving technical queries via phone and email.
• Track, collate, and respond to customer issues within agreed timescales.
• Escalate and coordinate with the Technical Support team in Portugal for complex cases.
• Collaborate with Service Account Managers to develop, grow, and retain customer accounts.

Requirements

• Must be located in São Paulo, Brazil.
• Business proficiency in English (written and verbal) is essential.
• Outstanding written and verbal skills in French are required.
• Thorough knowledge of Microsoft Office, ticketing systems, and customer service procedures.
• Experience in Helpdesk, Call Center, or the Telecoms sector (GSM/VoIP).
• Availability to work rotational shifts covering 24/7 (Monday to Sunday).

Nice to have

• Knowledge of supporting GSM.

Culture & Benefits

• CLT contract providing job stability and standard benefits.
• Quarterly performance bonuses.
• Meal allowance (R$100 per working day) via Caju card.
• Health insurance with SulAmérica (50% company-covered).
• Extended parental leave (180 days maternity, 20 days paternity) and daycare allowance for children under 3.
• International experience opportunities with potential to work in other global offices.