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 business and communication applications.

• Provide timely and professional customer service support.

• Diagnose, replicate, and document customer issues from start to finish within the ticketing system.

• Recognize and report recurring technical problems.

• Offer insights to mitigate future issues and improve product stability.

• Develop and enhance the internal Knowledge Base.

• Optimize IT process templates to increase team efficiency.

• Simplify complex technical issues into clear and actionable updates for customers.

• Ensure rapid resolution of incidents.

⛳️ Requirements

• Minimum of 1 year experience in a dedicated Technical Support, Helpdesk, or IT role.

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

• Outstanding customer communication abilities, both written and verbal.

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

• Highly dependable, organized, and attentive to detail.

• Willingness to cover shifts as needed to support the LATAM client base.

• Familiarity with monitoring and logging tools like Prometheus, Grafana, Kibana, or the ELK stack.

• Basic knowledge of Jira, SQL, HTTP/API fundamentals, or VoIP systems.

• Experience with Kubernetes or general containerized environments.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and training.

• Supportive and collaborative work environment.

• Flexible work schedule options.

• Health and wellness programs.