Customer Support L1

Description

Job Summary: We are seeking a Customer Support L1 professional with experience in technical support and customer service to provide specialized support to customers of the Kashio payment platform. Key Highlights: 1. Specialized support for Kashio payment platform customers 2. Handling complex and high-priority cases for corporate clients 3. Documentation, improvement, and coordination for operational efficiency **Who Are We?** Kashio is a fintech company developing technology to help businesses adopt digital payments and automate their financial operations related to accounts receivable and accounts payable. We serve over 400 companies across sectors including education, finance, property management, and public utilities, with a goal to expand into five markets within the next two years. We stand out by delivering innovative, secure, and intuitive solutions, backed by a passionate team driving financial inclusion and operational efficiency. **Who Are We Looking For?** We seek a Customer Support L1 professional with experience in technical support and customer service. The candidate will be responsible for providing specialized support to Kashio payment platform customers, handling complex and high-priority cases—primarily for corporate clients. **What Will You Do?** * Provide Level 1 specialized support to Kashio payment platform customers. * Handle complex and high-priority cases, prioritizing, escalating, and providing end-to-end ticket tracking from opening through resolution and closure. * Document procedures, lessons learned, and operational improvements for the team. * Propose and implement improvements in ticket classification, handling, and documentation. * Coordinate with Level 2 support and other technical teams as required. * Ensure response times align with defined SLAs. * Support onboarding and training of new Level 1 support agents. **Essential Requirements:** * Academic Qualification: Completed undergraduate degree in Systems Engineering, Computer Engineering, Computer Science, or related fields. * Work Experience: Minimum 2 years in technical support or customer service roles within technology, IT, or financial services companies. * Required Technical Knowledge: * Ticketing tool proficiency (Intermediate level). * Microsoft Office 365 tools (Intermediate level). * Log analysis / monitoring (Basic level). * Knowledge of API-based integrations / networking (Basic level). **Preferred Qualifications:** * Familiarity with Agile methodologies (Basic level). * Power BI usage (Basic level). * Postman proficiency (Basic level). **Required Competencies:** * Analytical and problem-solving thinking. * Effective communication. * Organization and follow-up skills. * Customer orientation. * Proactivity and self-management. * Collaborative teamwork. * Emotional intelligence. * Stress tolerance. * High sense of responsibility and commitment. * **Work Schedule (Mandatory)** * Rotating schedule: Monthly rotation among up to 48 hours. Employment Type: Part-time Salary: S/.1,500.00 – S/.2,000.00 per month Application Questions: * Have you worked with APIs, Postman, integrations, or basic technical validations? * Do you have experience working with SLAs or committed response time targets? * Are you genuinely available for monthly rotating shifts, including the night shift from 10:00 p.m. to 6:00 a.m.? * What is your proficiency level with Office 365, especially for tracking, documentation, and operational management? * How many years of experience do you have in technical support or customer service roles within technology, IT, or financial services companies? * Have you managed support tickets from start to finish? * Have you supported corporate clients or handled high-priority cases? * Which ticketing tool have you used, and what was your proficiency level? * Have you escalated cases to a second level or to technical teams? * How comfortable are you interpreting logs, validating system behavior, or reviewing basic technical information? Work Location: Remote