What you'll do
Lead a dedicated 24/7 2nd tier support team to deliver exceptional customer experiences
Drive continuous improvement in service delivery and operational efficiency for our business customers
Collaborate seamlessly with cross-functional teams (product, pre-sales, sales, network operations, engineering) to ensure customer needs are met
Monitor team performance and adherence to support processes, implementing strategies to optimize efficiency and quality
Take ownership of problem resolution, ensuring timely and effective solutions
Implement rigorous quality control measures to ensure the highest standards of support output
Provide functional support management and in-depth troubleshooting to ensure optimal system performance
Respond to high-priority customer escalations, meet SLAs, and maintain strong customer relationships
Monitor service performance, generate reports, and continuously improve service quality and availability
Conduct data-driven analysis to identify recurring issues and implement a robust root cause analysis process to permanently resolve them
Develop and deliver comprehensive training programs to empower frontline teams with the skills needed to efficiently resolve customer issues
Who you are
Degree in Systems and Telecommunications, Informatics Engineering, or Management Informatics
5 years of experience in a similar role
Knowledge of the telecommunications industry and Cisco technology
Ability to lead and mentor a team of technical support experts
Advanced technical expertise in access networks, LAN, WAN troubleshooting, IoT, Cloud, Security Services, and incident management
Ability to diagnose complex technical issues and develop effective solutions
Excellent communication skills
Proficiency in English and Portuguese required
Not a perfect fit?
Worried that you don't meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
What's in it for you
We want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you. There are lots of ways we support this, including hybrid working and generous parental leave. You'll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.
Who we are
You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.
As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.
Together we can.