Customer Support L1

We are seeking a Tier 1 Support Associate to serve as the frontline of our customer support organization. You will be the first point of contact for banks, credit unions, and lenders using our platform, responsible for delivering timely, accurate, and high-quality support. This role focuses on resolving common issues, answering product and workflow questions, ensuring customers receive clear and consistent communication, and providing customers with relevant and accurate help center resources to help resolve inquiries. You will also play a critical role in triaging and routing more complex issues to the appropriate teams, helping drive efficient resolution across the organization.

Responsibilities

• Manage incoming cases via the ticketing system, email, and chat.
• Provide timely responses and strive to resolve issues the same day whenever possible.
• Meet or exceed the key performance indicators (KPIs) for response time, resolution time, ticket volume, and customer satisfaction (CSAT).
• Escalation to Tier 2/Engineering with complete diagnostics.
• Case documentation and ownership.
• Troubleshooting and triage.

Qualifications

• 1–3 years in technical support or SaaS support
• Curiosity and self-motivation - Experience in high-volume, SLA-driven environments
• Strong troubleshooting and empathetic communication skills, poise under pressure
• Experience with tools like Salesforce, Zendesk, or Jira - Ability to multitask and prioritize effectively
• Advanced English.