Customer Support Tier 1

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Act as the main point of contact (L1) for users of our business and communication applications.

• Effectively troubleshoot, replicate, and document customer issues from start to finish within our ticketing system.

• Recognize and report recurring technical challenges, providing insights to minimize future issues and improve product stability.

• Maintain and enhance our internal Knowledge Base while refining IT process templates to boost team efficiency.

• Convert intricate technical problems into clear, actionable updates for customers, ensuring prompt incident resolution.

⛳️ Requirements

• A minimum of 1 year of experience in a dedicated Technical Support, Helpdesk, or IT position.

• Demonstrated ability to troubleshoot application workflows, comprehend business logic, and leverage tools such as Google Chrome Developer Tools.

• Outstanding customer communication skills, both written and verbal.

• Professional working proficiency in English (B2/Upper-Intermediate or higher).

• Highly dependable, organized, and detail-oriented, with the adaptability to cover shifts as necessary to support our LATAM client base.

• Familiarity with monitoring and logging tools like Prometheus, Grafana, Kibana, or the ELK stack (Great to Have).

• Basic knowledge of Jira, SQL, HTTP/API fundamentals, or VoIP systems (Great to Have).

• Experience with Kubernetes or general containerized environments (Great to Have).

🏝️ Benefits

• Comprehensive health insurance coverage.

• Opportunities for professional development and training.

• Flexible working hours to support work-life balance.

• Collaborative and inclusive company culture.