About the role
We are looking for a L1 Customer Technical Support Analyst to be the first point of contact for external users of client applications and related equipment. In this role, you will troubleshoot application and equipment-related issues, provide guidance, and help deliver a smooth and satisfying user experience across multiple client platforms.
This is a hands-on, customer-facing role in a supportive and collaborative work environment where you will gain exposure to a variety of modern applications and emerging technologies.
The role operates on a shift schedule to provide coverage for external users across different time zones.
What you'll do
- Act as the first line of support for external users of client applications and related equipment via email, ticketing system, phone and contacting users as needed
- Log, prioritize, and track support requests to meet SLA targets
- Provide Level 1 support for common application and equipment-related issues and user questions
- Assist users with access, account issues, and application functionality or equipment usage
- Perform basic troubleshooting and guide users through resolution steps remotely
- Escalate complex problems to L2/L3 teams
- Keep users informed and updated until issues are resolved
- Contribute to the knowledge base by documenting solutions and best practices
- Occasionally support the preparation of client proposals by contributing technical insights related to applications and equipment
What we're looking for
- Strong communication skills in English and Romanian, with a friendly, customer-oriented approach
- Analytical mindset and problem-solving abilities
- Basic IT knowledge (web browsers, Office applications, general troubleshoot)
- Quick learner, adaptable to different client applications and workflows
- Organized and able to work efficiently under deadlines
- Curious and motivated to grow technical expertise across multiple systems
- Comfortable working in a fast-paced support environment with multiple incoming requests
Perks and benefits
- Private medical insurance
- National holidays off, even when falling on weekends
- Loyalty leave: +1 day/year
- Continuous professional development opportunities
- Sports subscription programs
- Referral bonuses for bringing in new talent
- Meal tickets
- Bookster subscription for reading & learning
- Community and team-building events
