Customer Support Specialist L1: First-Call Resolution Focus

Aditi Consulting; Buenos Aires; Presencial; ARS 6.696.000 - 11.160.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical and life insurance

E-learning platforms and training

Descripción de la vacante

Aditi Consulting is seeking a Customer Specialist L1 to join our dynamic team in Buenos Aires. This role focuses on providing frontline support, resolving basic tickets, and ensuring timely communication with customers to drive satisfaction.

You will work toward First Call Resolution, monitor handling times, and align with SLA requirements while collaborating with cross-functional teams on incident resolution and process improvements.

Formación

• Excellent soft skills, including punctuality and clear updates.
• Intermediate experience managing basic tickets.
• Basic knowledge of incident tracking and standard service request processes.
• Basic understanding of triage flows.
• Knowledge of key L1 metrics: First Call Resolution (FCR), Ticket Volume, CSAT, SLA.

Responsabilidades

• Provide L1 customer support by managing basic tickets and resolving straightforward issues.
• Ensure clear, proactive, and timely communication with customers throughout the incident lifecycle.
• Track and document incident tickets and standard service requests following established procedures.
• Perform initial triage to assess priority, impact, and next steps for each case.
• Work toward achieving First Call Resolution (FCR) by resolving inquiries at the first point of contact whenever possible.
• Monitor Average Handling Time and follow best practices to ensure efficient case management.
• Help maintain Ticket Volume performance by responding promptly and staying organized.
• Contribute to high CSAT scores through empathy, clarity, and quality service.
• Ensure compliance with SLAs by meeting resolution timeframes and escalation standards.
• Collaborate with cross-functional teams as needed to support issue resolution and continuous improvement.

Conocimientos

Soft skills

Communication

Incident management

Time management

Descripción del empleo

Aditi Consulting is seeking a Customer Specialist L1 to join our dynamic team in Buenos Aires. This role focuses on providing frontline support, resolving basic tickets, and ensuring timely communication with customers to drive satisfaction.

You will work toward First Call Resolution, monitor handling times, and align with SLA requirements while collaborating with cross-functional teams on incident resolution and process improvements.