Own the Customer Experience: Serve as the primary point of contact (L1) for our business and communication application users, delivering timely and professional support.
Investigate and Resolve: Efficiently troubleshoot, reproduce, and document customer issues end-to-end within our ticketing system.
Drive Process Improvement: Identify and report on recurring technical issues, contributing insights to reduce future problems and enhance product stability.
Build Knowledge: Maintain and expand our internal Knowledge Base and refine IT process templates for better team efficiency.
Communicate Clearly: Translate complex technical issues into clear, actionable updates for customers, ensuring swift incident resolution.

Experience: At least 1 year in a dedicated Technical Support, Helpdesk, or IT role.
Technical Acumen: Proven ability to troubleshoot application workflows, understand business logic, and utilize tools like Google Chrome Developer Tools.
Communication: Exceptional customer communication skills (written and verbal).
Language: Professional working proficiency in English (B2/Upper-Intermediate or higher).
Mindset: Highly reliable, organized, and detail-oriented, with the flexibility to cover shifts needed to support our LATAM client base.
Great to Have (Bonus Skills): Familiarity with monitoring and logging tools such as Prometheus, Grafana, Kibana, or the ELK stack.
Basic understanding of Jira, SQL, HTTP/API fundamentals, or VoIP systems.
Experience with Kubernetes or general containerized environments.

Customer Support Tier 1

Key skills