KASHIO

Customer Support L1

KASHIO

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • 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

  • 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
  • Remote work 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
Applicant Tracking System Keywords

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Hard Skills & Tools
ticketing toollog analysisAPI integrationsnetworkingAgile methodologiesPower BIPostman
Soft Skills
customer supportproblem-solvingcommunicationtrainingdocumentationoperational improvements