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. 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. 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.