Dedicated L1 Support Specialist

Dedicated L1 Support Specialist

The Team

We are a leading software provider of Item Chain Management solutions to consumer brand, retail and industrial enterprises around the globe. Our software platform applies innovative data science to transform item-level data into valuable operational intelligence, helping organizations manage the entire life-cycle of billions of unique identities from source to sale to consumption.

We are seeking a proactive and customer-oriented Dedicated L1 Support Specialist to provide personalized technical support directly to our clients. This role involves monitoring and interacting with the customer’s help desk systems, providing phone support in the local language, and ensuring seamless integration with our standard internal support processes.

Position Location - This role is available in Latam.

Time Zone Requirements - This team operates on the East/West Coast time zones.

How you’ll make an impact:

• Monitor and interact with customer’s help desk systems to provide timely L1 support.
• Offer phone support in [specific language, e.g., Portuguese], addressing customer issues and queries with professionalism and courtesy.
• Ensure adherence to our standard SLA for response and resolution times, while providing a personalized service experience.
• Collaborate with our L2 and L3 support teams to escalate and resolve complex issues.
• Document interactions, issues, and solutions in our internal ticketing system, ensuring a seamless flow of information within the support team.
• Provide feedback to our product development team on potential improvements, based on customer interactions and issues.
• Train on new product updates and features to maintain a high level of expertise in our offerings.

What we’re looking for:

Minimum requirements:

• Proven experience in customer support or a similar role, preferably in a SaaS environment.

• Fluent in [specific language, e.g., Portuguese] both verbal and written.

• Strong problem-solving skills and the ability to manage stressful situations gracefully.

• Familiarity with ticketing systems and support software.

• Excellent communication and interpersonal skills.

• Ability to work flexible hours, if necessary, to cover different time zones.

What you’ll love:

• USA Contractor
• 100% Remote
• Holidays Off
• Paid Time Off
• Health insurance assistance program.
• Competitive Pay (USD)
• Excellent teamwork and work environment
• Training