**Position Objective** Handle, register, and follow up on reports, incidents, and citizen requests related to the **public lighting service**, ensuring effective communication between users, field technical teams, and the company's operational coordination, guaranteeing traceability and case resolution in accordance with established protocols. **Main Responsibilities** * **Receive calls and citizen reports** regarding failures, damages, or anomalies in luminaires, poles, control panels, or public lighting networks. * **Record incidents** in the management platform (public lighting software or internal system), including time, location, type of failure, and description. * **Classify requests** according to urgency level (total failure, intermittent operation, electrical hazard, pole collision, etc.). * **Assign work orders** to technical personnel or maintenance crews and monitor them until closure. * **Verify the operational status** of reported luminaires and confirm resolution with the citizen or requesting entity. * **Prepare daily and weekly reports** on incidents, response times, and service performance indicators. * Support the updating of the GIS inventory and georeferencing of serviced locations. * Provide basic support for remote management platforms and alarm reporting systems for public lighting. * Ensure **courteous, empathetic, and professional** treatment with users and institutional clients. Job type: Full-time