L1 Customer Support Specialist

About the role

As an L1 Support Specialist, you'll be the first point of contact and primary communicator for our enterprise customers. Your role is to understand customer issues, gather diagnostic information, and route tickets to the right technical resources. Since our customers use complex SSO and API integrations, most technical issues (70-80%) will require L2 Engineering support.

What you'll do

• Respond to customer support tickets via email, phone, and portal within SLA (1-2 hour response)
• Perform initial triage: categorize tickets by severity (Sev-1 through Sev-4) and type (access, workflow, integration, etc.)
• Resolve basic issues independently: password resets, user access/permissions, simple "how to" questions, template guidance
• Escalate technical issues (SSO, API, integration problems) to L2 Engineering with complete customer context
• Act as customer liaison: communicate ticket status, provide updates, explain timelines, manage expectations

What you need

• Customer service
• Communication
• Any graduate