L1 Customer Support Specialist

Job Summary

As an L1 Support Specialist, youll be the first point of contact and primary communicator for our enterprise customers. Your role is to understand customer issues, gather diagnostic information, and route tickets to the right technical resources. Since our customers use complex SSO and API integrations, most technical issues (70-80%) will require L2 Engineering support. Your value is in excellent customer communication, initial triage, and managing the ticket lifecycle - not deep technical troubleshooting. Youll be the sole L1 coverage during your shift.

Responsibilities

• Respond to customer support tickets via email, phone, and portal within SLA (1-2 hour response)
• Understand and document customer issues clearly: what happened, when, which users affected, business impact
• Perform initial triage: categorize tickets by severity (Sev-1 through Sev-4) and type (access, workflow, integration, etc.)
• Resolve basic issues independently: password resets, user access/permissions, simple how to questions, template guidance
• Gather diagnostic information for L2 escalation: error messages, screenshots, affected user details, reproduction steps
• Escalate technical issues (SSO, API, integration problems) to L2 Engineering with complete customer context
• Act as customer liaison: communicate ticket status, provide updates, explain timelines, manage expectations
• Follow up on escalated tickets to ensure engineering is working on them and SLAs are being met
• Close resolved tickets with proper documentation and send customer satisfaction surveys
• Search and share relevant knowledge base articles with customers
• Document common issues and create simple KB articles for future reference

Job Type

Full-time

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