Level 1 Tech Support Specialist (L1)

Job Overview:
We are seeking motivated and detail-oriented individuals to join our team as Level 1 Tech
Support Specialists (L1), responsible for providing client support for our in-house developed,
cloud-based management systems. In this role, you will guide clients through the integration and
onboarding process, respond to inquiries based on FAQs, escalate complex issues as needed,
and ensuring clients receive timely, high-quality support. This position is ideal for someone eager
to grow technical skills, work independently, and contribute proactively to client satisfaction. The
ideal candidate is dedicated to delivering an exceptional client experience with a positive and
patient approach, ensuring that clients feel confident and fully supported from the start.

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.