Customer Support N1

Jobtailor; Deutschland; Remote; EUR 32.000 - 46.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a skilled Level 1 Support Specialist for Kashio payments platform. You will provide first-line technical support, triage and escalate complex issues, and document processes to improve team efficiency.

Ideal candidates have 2+ years in tech support, strong communication, and familiarity with Office 365, Power BI, and API integrations. A rotating day/night schedule is expected along with a proactive, team-oriented mindset.

Qualifikationen

• Completed higher education in Systems Engineering, Computer Engineering, Computer Science, or related field.
• At least 2 years of experience in technical support or customer service within technology, IT, or financial services.
• Intermediate proficiency with ticketing systems.
• Intermediate proficiency with Office 365 tools.
• Basic knowledge of log analysis and monitoring.
• Basic knowledge of API integrations and networking.
• Availability for a monthly rotating schedule: day and night shifts.
• Basic knowledge of Agile methodologies (preferred).
• Basic knowledge of Power BI (preferred).
• Basic knowledge of Postman (preferred).
• Analytical and solution-oriented mindset.
• Effective communication.
• Organization and follow-through.
• Customer-oriented approach.
• Proactivity and self-management.
• Collaborative work style.
• Emotional intelligence.
• Ability to work under pressure.
• High level of responsibility and commitment.

Aufgaben

• Provide specialized Level 1 support to Kashio payments platform customers.
• Handle complex and high-priority cases with end-to-end follow-up from opening to resolution.
• Document procedures, lessons learned, and operational improvements.
• Propose and implement improvements to ticket classification, handling, and documentation.
• Coordinate with N2 Support and other technical teams as appropriate.
• Ensure response and resolution times align with defined SLAs.
• Assist with training new Level 1 support agents.

Kenntnisse

Analytical thinking

Communication

Organization

Customer focus

Proactivity

Team collaboration

Emotional intelligence

Resilience

Responsibility

Ausbildung

Bachelor-level degree in Systems Engineering/Computer Engineering/CS

Tools

Ticketing Systems

Office 365

Power BI

Postman

API Integrations

Jobbeschreibung

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

Requirements

• Completed higher education in Systems Engineering, Computer Engineering, Computer Science, or a related field
• At least 2 years of experience in technical support or customer service within technology, IT, or financial services companies
• Intermediate proficiency with ticketing systems
• Intermediate proficiency with Office 365 tools
• Basic knowledge of log analysis and monitoring
• Basic knowledge of API integrations and networking
• Availability for a monthly rotating schedule: Monday to Friday, 9:00 a.m. to 6:00 p.m., and Monday to Friday, 10:00 p.m. to 6:00 a.m.
• Basic knowledge of Agile methodologies (preferred)
• Basic knowledge of Power BI (preferred)
• Basic knowledge of Postman (preferred)
• Analytical and solution-oriented mindset
• Effective communication
• Organization and follow-through
• Customer-oriented approach
• Proactivity and self-management
• Collaborative work style
• Emotional intelligence
• Ability to work under pressure
• High level of responsibility and commitment

Core Competencies

Demonstrates expertise in providing Level 1 technical support, with a focus on customer service within technology and financial services. Proficient in ticketing systems and Office 365, with a strong analytical mindset and ability to implement operational improvements.

Highest-signal resume keywords

• Technical Support Experience
• Ticketing Systems Proficiency
• Office 365 Proficiency
• Log Analysis Knowledge
• API Integration Knowledge

Hard Skills

• Technical Support
• Ticketing Systems
• Log Analysis
• API Integration
• Networking Knowledge
• Agile Methodologies
• Power BI
• Postman
• Operational Improvements
• Documentation

Soft Skills

• Effective Communication
• Organization
• Customer-Oriented Approach
• Proactivity
• Emotional Intelligence

Industry Keywords

• Technical Support
• Customer Service
• Financial Services
• IT
• Systems Engineering
• Computer Engineering
• Computer Science

Tools & Technologies

• Office 365
• Ticketing Systems
• Power BI
• Postman