L1 Support

4 days ago

Quezon City, National Capital Region, Philippines CI&T Full time ₱200,000 - ₱250,000 per year

We are seeking a proactive and customer-focused L1 Support Specialist to provide first-line technical assistance to Japanese clients. This role is critical to ensuring seamless issue resolution for end-users, guiding them through basic software navigation, account access, and troubleshooting common technical problems. The ideal candidate will follow standardized processes, escalate complex issues to higher support levels (L2/L3) with detailed documentation, and ensure consistent, high-quality support delivery across all interactions.

Job Description:

The L1 Support role in our software development company serves as the first line of technical assistance for end-users or customers.

Core Responsibilities:

  • Address common issues such as password resets, basic software navigation, and account access problems.
  • Follow predefined troubleshooting protocols to efficiently resolve simple technical queries.
  • Escalate complex or unresolved issues to higher support levels (L2/L3) with detailed documentation.

Key Traits / Requirements:

  • Proficient in Japanese language (spoken and written) to communicate with clients.
  • Strong communication skills to guide non-technical users through basic fixes.
  • Ability to focus on rapid issue triage and initial resolution to minimize user disruption.
  • Operates with standardized processes to ensure consistent support delivery.

Qualifications:

  • IT-related background, experience in customer support
  • Familiarity with customer support software or tools is a plus.

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