Customer Support Tier 1 - LATAM
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.