1st Line Customer Support Engineer

Key Responsibilities

• 
  Respond to customer inquiries through phone, chat, and email.
  
  
• 
  Research, diagnose, and resolve issues using support tools and documented procedures.
  
  
• 
  Escalate complex issues to senior team members or 2nd Line Support.
  
  
• 
  Apply established methods and concepts to solve customer problems.
  
  
• 
  Describe technical and functional procedures to customers and internal teams.
  
  
• 
  Review systems and processes and recommend improvements.
  
  
• 
  Contribute ideas for problem resolution for leaders to review.
  
  
• 
  Maintain accurate case records in ticketing systems.
  
  
• 
  Identify recurring issues and propose adjustments to workflows or knowledge bases.
  
  
• 
  Provide informal mentoring and daily support to less experienced colleagues.
  
  
• 
  Work independently under general supervision and meet defined operational targets.
  
  

Skills, Knowledge & Expertise

• 
  Experience in customer support or a similar role.
  
  
• 
  Good understanding of 1st Line Support tools, practices, and workflows.
  
  
• 
  Ability to diagnose issues using structured methods and prior knowledge.
  
  
• 
  Strong communication and customer service skills.
  
  
• 
  Ability to work independently with clear objectives.
  
  
• 
  Ability to document issues and solutions accurately.
  
  
• 
  Familiarity with help desk and incident management systems.
  
  
• 
  Ability to support and guide less experienced team members informally.
  
  
• 
  Ability to communicate (written/spoken langauge) in French or Spanish (B2 level).