- Provide specialized Level 1 support to customers of the Kashio payments platform
- Handle complex and high-priority cases by prioritizing, escalating, and providing end-to-end follow-up on tickets from opening through resolution and closure
- Document procedures, lessons learned, and operational improvements for the team
- Propose and implement improvements to ticket classification, handling, and documentation
- Coordinate with N2 Support and other technical teams when appropriate
- Ensure response and resolution times are aligned with defined SLAs
- Assist with training new L1 support agents
Requirements
- Completed higher education in Systems Engineering, Computer Engineering, Computer Science, or a related field
- At least 2 years of experience in technical support or customer service within technology, IT, or financial services companies
- Intermediate proficiency with ticketing systems
- Intermediate proficiency with Office 365 tools
- Basic knowledge 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 knowledge of Agile methodologies (preferred)
- Basic knowledge of Power BI (preferred)
- Basic knowledge of Postman (preferred)
- Analytical and solution-oriented mindset
- Effective communication
- Organization and follow-through
- Customer-oriented approach
- Proactivity and self-management
- Collaborative work style
- Emotional intelligence
- Ability to work under pressure
- High level of responsibility and commitment
Core Competencies
Demonstrates expertise in providing Level 1 technical support, with a focus on customer service within technology and financial services. Proficient in ticketing systems and Office 365, with a strong analytical mindset and ability to implement operational improvements.
Highest-signal resume keywords
- Technical Support Experience
- Ticketing Systems Proficiency
- Office 365 Proficiency
- Log Analysis Knowledge
- API Integration Knowledge
Hard Skills
- Technical Support
- Ticketing Systems
- Log Analysis
- API Integration
- Networking Knowledge
- Agile Methodologies
- Power BI
- Postman
- Operational Improvements
- Documentation
Soft Skills
- Effective Communication
- Organization
- Customer-Oriented Approach
- Proactivity
- Emotional Intelligence
Industry Keywords
- Technical Support
- Customer Service
- Financial Services
- IT
- Systems Engineering
- Computer Engineering
- Computer Science
Tools & Technologies
- Office 365
- Ticketing Systems
- Power BI
- Postman
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Customer Support N1 Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
