Level 1 Tech Support Specialist

Key Responsibilities: Client Integration Guidance: Serve as the primary point of contact for clients during integration, providing guidance on system setup and configuration based on established resources and FAQs. Documentation & Support Content Management: Assist in creating and updating client-facing documentation, ensuring clients have access to clear instructions and FAQ resources during integration. Accurate & Efficient Issue Resolution: Leverage FAQ resources and documented solutions to provide quick and accurate answers, ensuring clients receive the right information from the start without unnecessary delays. Problem Identification & Escalation: Identify issues requiring further technical assistance, escalating them to L2 support while documenting relevant details to support resolution. Service Level Agreement (SLA) Compliance: Ensure all client inquiries are managed within SLA timeframes, meeting established response and resolution targets to enhance client satisfaction and project efficiency. Internal Reporting & Communication: Collaborate with L2 and L3 teams for cases requiring advanced support, maintaining detailed documentation of issues and resolutions to contribute to the knowledge base. Client Relations: Provide professional, friendly support to maintain strong client relationships, enhancing the company’s reputation for reliable and effective service. Customer Satisfaction & Relationship Building: Foster a positive relationship with clients, demonstrating empathy, patience, and a genuine commitment to their success. Your goal is to leave clients satisfied, informed, and confident in using our systems. Qualifications: Language Proficiency: Native or fluent in Brazilian and/or European Portuguese (reading and writing proficiency required). Strong command of English for internal communications and cross-functional collaboration. Technical Knowledge: Basic understanding of cloud-based applications, web systems, and API integration concepts. Analytical and Problem-Solving Skills: Ability to reference FAQs and documentation to guide clients and identify issues that require escalation. Customer Service Orientation: Demonstrates empathy and patience, ensuring a positive experience for all clients. Self-Motivation & Positive Attitude: Ability to work independently with minimal supervision, maintain a positive attitude, and demonstrate proactive problem-solving.