Level 1 Support Specialist

Position Summary

The L1 Technical Support Specialist serves as the first point of contact for the VisualVault platforms, providing professional, timely, and accurate Technical Support. This role is responsible for troubleshooting application issues, documenting all work performed, maintaining Service Level Agreement (SLA) commitments, and ensuring positive customer experiences through effective communication and ownership of assigned support tickets.

The ideal candidate is customer-focused, detail-oriented, and capable of managing multiple priorities. They work collaboratively with Technical Support team members and cross-functional internal teams to deliver timely, high-quality support while maintaining a strong commitment to customer satisfaction. Training hours will be Monday through Friday, from 8:00 AM to 5:00 PM. Upon completion of training, the regular work schedule will be Monday through Friday, from 11:00 AM to 8:00 PM.

This position is ideal for someone who enjoys solving technical problems, helping customers succeed, and working as part of a collaborative support organization where quality, ownership, and customer satisfaction are top priorities.

Essential Responsibilities

· Serve as a primary point of contact for customer Technical Support requests.

· Troubleshoot application, user access, workflow, and configuration issues using established procedures and documentation.

· Document all troubleshooting steps, findings, customer communications, and resolutions clearly and completely within each support ticket.

· Meet or exceed established SLA response and resolution targets.

· Take ownership of assigned tickets and proactively drive them toward resolution.

· Communicate professionally with customers, providing timely status updates throughout the lifecycle of each case.

· Monitor ticket queues and prioritize work based on urgency and customer impact.

· Follow security and privacy procedures when handling customer information.

· Participate in team meetings, knowledge sharing, and ongoing training initiatives.

· Contribute to internal knowledge base articles and process improvements.

· Perform additional support duties as assigned.

Qualifications

· 2+ years of customer-facing Technical Support experience.

· Experience in supporting web-based applications.

· Strong written and verbal communication skills.

· Excellent troubleshooting and analytical abilities.

· Ability to manage multiple priorities.

· Ability to work independently while collaborating effectively within a team.

· Experience using ticketing systems.

· Ability to consistently work an assigned evening shift.

· Professional, patient, and empathetic approach when working with customers.