Support Specialist L1
Core
Monitor and manage incoming support requests, troubleshoot system performance, and provide first-line technical and application support to customers via email, phone, and ticketing systems.
Role type
L1 Support Specialist
Builds
Customer support operations for hospitality, food service, retail, and entertainment software solutions
Domain
Hospitality and Retail Technology
Deliverable
client delivery
Required skills
troubleshooting, remote access tools usage, system monitoring, incident reporting, documentation, onboarding assistance, product training, relationship building, problem-solving, technology aptitude
Preferred skills
empathy, listening skills, innovation, business opportunity identification, curiosity, efficiency improvement
Technologies
ticketing systems, remote access tools
Responsibilities
Monitor system alerts and proactively report service-impacting incidents, Handle and escalate P1/P2 critical issues, Support onboarding activities for new clients, Identify recurring issues and communicate product improvement suggestions, Maintain accurate documentation of customer interactions, Provide first-line technical and application support via multiple channels
Seniority
Entry-level, fresh graduate friendly