- Location
- Ukraine
- Workplace
- Remote
- Department
- Helpdesk
- Source
- JOIN
Description
🚀 Customer Support Engineer – Tier 1 (LATAM)
**Synergy Beam Solutions** is innovating the future of telecommunications for modern call center operations. As we launch our next-generation platform, we're seeking a passionate and sharp **Tier 1 Customer Support Engineer** to join our fully **Remote LATAM** team.
You will be the **front line of technical support** for our clients across Latin America, responsible for resolving issues, documenting solutions, and ensuring every customer interaction is exceptional.
## Tasks
What You'll Be Doing:
**Own the Customer Experience:** Serve as the primary point of contact (L1) for our business and communication application users, delivering timely and professional support.
- **Investigate and Resolve:** Efficiently **troubleshoot, reproduce, and document** customer issues end-to-end within our ticketing system.
- **Drive Process Improvement:** Identify and report on recurring technical issues, contributing insights to reduce future problems and enhance product stability.
- **Build Knowledge:** Maintain and expand our internal **Knowledge Base** and refine IT process templates for better team efficiency.
- **Communicate Clearly:** Translate complex technical issues into clear, actionable updates for customers, ensuring swift incident resolution.
## Requirements
What You Bring to the Team:
**Experience:** At least **1 year** in a dedicated Technical Support, Helpdesk, or IT role.
- **Technical Acumen:** Proven ability to troubleshoot application workflows, understand business logic, and utilize tools like **Google Chrome Developer Tools**.
- **Communication:** Exceptional customer communication skills (written and verbal).
- **Language:** Professional working proficiency in **English (B2/Upper-Intermediate or higher)**.
- **Mindset:** Highly **reliable, organized, and detail-oriented**, with the flexibility to cover shifts needed to support our LATAM client base.
Great to Have (Bonus Skills):
Familiarity with monitoring and logging tools such as **Prometheus, Grafana, Kibana, or the ELK stack**.
- Basic understanding of **Jira, SQL, HTTP/API fundamentals**, or **VoIP systems**.
- Experience with **Kubernetes** or general containerized environments.