Customer Support N1

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver specialized Level 1 support to clients of the Kashio payments platform.

• Manage intricate and high-priority cases by prioritizing, escalating, and ensuring comprehensive follow-up on tickets from initiation to resolution and closure.

• Record procedures, lessons learned, and operational enhancements for the team.

• Suggest and implement enhancements to ticket classification, management, and documentation.

• Collaborate with N2 Support and other technical teams when necessary.

• Ensure that response and resolution times meet established SLAs.

• Aid in training new Level 1 support agents.

⛳️ Requirements

• Completed higher education in Systems Engineering, Computer Engineering, Computer Science, or a related discipline.

• A minimum of 2 years of experience in technical support or customer service within technology, IT, or financial services sectors.

• Intermediate proficiency in ticketing systems.

• Intermediate proficiency in Office 365 applications.

• Basic understanding of log analysis and monitoring.

• Basic knowledge of API integrations and networking.

• Availability for a monthly rotating schedule: Monday to Friday, 9:00 a.m. to 6:00 p.m., and Monday to Friday, 10:00 p.m. to 6:00 a.m.

• Basic familiarity with Agile methodologies (preferred).

• Basic knowledge of Power BI (preferred).

• Basic understanding of Postman (preferred).

• Analytical and solution-oriented mindset.

• Strong communication skills.

• Organizational skills and follow-through.

• Customer-focused approach.

• Proactive and self-managed.

• Collaborative work style.

• High emotional intelligence.

• Capacity to work under pressure.

• High degree of responsibility and commitment.

🏝️ Benefits

• Remote work.