Technical Support Supervisor

🕒 May 18

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Vivo (Telefônica Brasil)

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1998

📡 Telecommunications

👥 B2C

📱 Media

Telecommunications • B2C • Media

Vivo (Telefônica Brasil) is a leading Brazilian telecommunications company that provides mobile services (prepaid, postpaid, control), fixed broadband (Vivo Fibra), fixed voice, and TV/streaming products (Vivo Play and TV packages). It sells devices and accessories, offers bundled plans (Fiber + Mobile), digital services and apps (content partners like Amazon Prime, Netflix, Disney+, HBO), and features such as 5G connectivity, online customer support and self-service. Vivo serves both individual consumers and business customers across Brazil with nationwide coverage and retail channels.

📋 Description

• Supervise and coach technical support agents. • Conduct alignment meetings, provide feedback, and monitor performance. • Promote the team's technical and behavioral development. • Ensure quality and responsiveness in support for internal and external users. • Monitor SLA indicators, response times, quality, and ticket resolution. • Handle critical or escalated cases, ensuring effective solutions. • Document procedures and support best practices. • Identify opportunities to improve support processes. • Collaborate with other areas (IT, Operations, Infrastructure) to resolve systemic issues. • Manage ticketing tools. • Participate in system implementation or upgrade projects. • Prepare management reports on team performance and support quality. • Present results and action plans to coordination or management.

🎯 Requirements

• Education: Bachelor's degree completed and proficiency in Microsoft Office. • Inspirational leadership. • Clear and assertive communication. • Emotional intelligence. • Conflict management. • Results and quality oriented. • Adaptability and resilience. • Collaboration and teamwork.

🏖️ Benefits

• Choose the ideal benefit for you and your dependents via a digital platform offering categories such as gym, meal vouchers (VR), food vouchers (VA), pharmacy assistance, medical insurance, dental insurance and life insurance; • Company mobile phone. Yes, a brand-new smartphone for you! • Unlimited voice and data plan! Yes, unlimited! On the best mobile network, even faster with Vivo 5G! • An exclusive Vivo offer with special discounts on landline, broadband, TV and apps; • Eligible to receive an annual bonus or PPR (Performance-Related Pay); • Plan your future through a private pension plan; • Have children? You will be entitled to a subsidy to help with school, daycare or babysitter expenses; • Work in an environment that respects your personality, dress style and who you are, where you can be authentic. #VemdeVocê • Work remotely up to twice a week. #Mobility • Flexible working hours; • Enjoy a day off to celebrate your birthday; • Take part in one of the largest corporate volunteer programs to help make a difference; • Benefit from our Educational Development Program offering partnerships with educational institutions with discounts; certifications and online courses. • Boost your career through our Internal Recruitment Program, in Brazil or abroad — we are present in over 17 countries! #VivoMinhaCarreira • Access a range of initiatives to improve your physical, emotional and social well‑being: #VivoBemEstar provides consultations with nutritionists, psychologists, social workers, telemedicine and much more! • All our vacancies are open to people with disabilities and/or rehabilitated individuals. We have a culture that values diversity, differences and people’s potential! #VivoDiversidade • #VemPraVivo