Technical Customer Support Specialist, Level I

Role Overview

• First point of contact for customers
• Develop relationships and build rapport quickly with customers
• Provide timely, consistent, and best-in-class customer support via telephone, email, chat, and any future channel
• Investigate, replicate, validate, and troubleshoot incidents raised by customers
• Create, update, escalate, and document tickets with the prescribed ticket logging policies and procedures
• Communicate proactively with customers using clear and professional language
• Mentor and guide junior support staff through escalated issues
• Identify trends and suggest improvements to enhance customer experience

Requirements

• 3+ years of experience in a customer or technical support role
• Strong troubleshooting and critical thinking skills
• Excellent verbal and written communication skills
• Experience working with ticketing systems and support platforms
• Ability to mentor and support team members in resolving complex queries
• A proactive and solutions-focused mindset
• Knowledge of relevant software, systems, or tools (CRM, ticketing tools, etc.)
• Ability to work independently and collaboratively in a fast-paced environment

Benefits

• Health insurance
• Paid time off
• Flexible work arrangements
• Professional development