Customer Support L1

KASHIO

Customer Support L1 providing specialized support for complex issues on Kashio's payment platform. Responsible for ticket management, documentation, and training new support agents.

Posted 4/15/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Provide Level 1 specialized support to customers of Kashio's payment platform.
Handle complex and high-priority cases, prioritizing, escalating, and providing end-to-end follow-up of tickets from opening to resolution and closure.
Document procedures, lessons learned, and operational improvements for the area.
Propose and implement improvements in ticket classification, handling, and documentation.
Coordinate with N2 support and other technical teams when appropriate.
Ensure response times are aligned with defined SLAs.
Assist in training new agents on the L1 support team.

Requirements

What you’ll need

Completed higher education in Systems Engineering, Computer Engineering, Computer Science, or a related field.
Minimum 2 years in technical support or customer service at technology, IT, or financial companies.
Experience with a ticketing tool (Intermediate).
Office 365 tools (Intermediate).
Log analysis / monitoring (Basic).
Knowledge of API integrations / Networking (Basic).
Familiarity with Agile methodologies (Basic).
Power BI (Basic).
Experience with Postman (Basic).

Benefits

Comp & perks

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ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ticketing toollog analysisAPI integrationsnetworkingAgile methodologiesPower BIPostman

Soft Skills

customer supportproblem-solvingcommunicationtrainingdocumentationoperational improvements