Technical Support Specialist L1

Proven experience in a customer-service role; technical support or help desk preferred. Software aptitude with ability to learn new interfaces, read documentation, and explore systems. Ability to read and interpret technical logs and error messages. Familiarity with ERP systems and basic database concepts (e.g., SQL queries) is a strong asset. Exceptional written and verbal communication skills. Highly organized, proactive, and able to manage a queue of incoming support requests efficiently.

Act as the first point of contact for inbound support requests via email and phone. Investigate complex issues by reviewing system logs, interpreting error messages, and performing basic SQL queries. Execute customer-requested changes and perform routine platform configuration and account maintenance. Guide clients to self-help resources and documentation, and contribute to knowledge base expansion. Deliver virtual training sessions for clients on platform usage. Document and escalate complex issues to L2/development.