Support Specialist L1

What You Will Do
Serve as the first and primary point of contact for customer inquiries, providing level 1 support, delivering effective solutions and clear guidance through troubleshooting processes to ensure efficient problem-solving, minimizing disruptions, and providing positive customer experience.
Respond to support tickets promptly and in accordance with Service Level Agreements (SLAs), prioritizing issues based on severity and urgency while managing multiple cases simultaneously, ensuring compliance with SLAs by effectively balancing priorities to maintain high service quality and resolving critical issues in a timely manner.
Take ownership of customer-reported issues by investigating operational and system-related concerns, documenting findings, and providing practical solutions or appropriate escalations with internal teams, to ensure effective problem solving, timely resolution and a positive customer experience.
Provide regular status updates to customers on assigned tickets, offering detailed feedback and maintaining clear and timely communication, to ensure transparency and build customer trust.
Maintain detailed and accurate documentation within support tickets, outlining the investigation steps, progress, and resolution to ensure traceability, improve future support efficiency, and maintain data integrity.
Diagnose and Troubleshoot POS-related operational and technical issues, including software behavior, change logs, event logs, peripherals, printers, payment terminals, connectivity or user workflow issues, determining root-causes and escalating advanced technical problems as appropriate.
Maintain and update customer records accurately in the system, ensuring proper documentation and closure of support cases to maintain a complete and organized support history.
Contribute to process, product, and service improvements by sharing insights from customer interactions and support experiences with relevant departments, to enhance internal procedures, drive innovation, and better align offerings with customer needs.
Participate in scheduled training sessions to stay informed on new products, features, and enhancements, ensuring the delivery of accurate and up-to-date support.
Maintain in-depth knowledge of the department's operational procedures, products, and services to provide informed guidance, proactive support, and drive customer satisfaction.