Technical Support Specialist - L1

Technical Support Specialist - L1 responsible for keeping customers at the forefront of all requests, owning and tracking tickets, and resolving or managing system issues.

Requirements

• Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.
• Own and track tickets within SLAs
• Identify, resolve or manage the resolution of system issues
• Take calls and service ticket requests on a ticket system
• Supports internal clients with system admin tasks and product knowledge expert advice.
• Seek more information, by asking the right questions to collect information to resolve the issue or escalate to a specialist
• Communicate to Level 1, 2, 3 teams keeping clients and management informed
• Manage escalation to 2nd Line
• Updating and managing Knowledgebase
• Familiar working with automated system monitoring and applications across large networks
• Fluent in English language both written and oral
• Additional languages will be beneficial

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance