Customer Support Tier 1

🕒 April 1

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Synergy Beam Solutions

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2017

🤝 B2B

🔒 Cybersecurity

📡 Telecommunications

B2B • Cybersecurity • Telecommunications

Synergy Beam Solutions is an IT services and solutions firm that designs, implements, integrates, and maintains business information systems for SMBs and enterprises. The company provides IP telephony and call center platforms, data center consulting, cloud architecture and migration, business continuity planning, and cybersecurity consulting, offering custom-tailored, long-term B2B engagements.

📋 Description

• Own the Customer Experience: Serve as the primary point of contact (L1) for our business and communication application users, delivering timely and professional support. • Investigate and Resolve: Efficiently troubleshoot, reproduce, and document customer issues end-to-end within our ticketing system. • Drive Process Improvement: Identify and report on recurring technical issues, contributing insights to reduce future problems and enhance product stability. • Build Knowledge: Maintain and expand our internal Knowledge Base and refine IT process templates for better team efficiency. • Communicate Clearly: Translate complex technical issues into clear, actionable updates for customers, ensuring swift incident resolution.

🎯 Requirements

• Experience: At least 1 year in a dedicated Technical Support, Helpdesk, or IT role. • Technical Acumen: Proven ability to troubleshoot application workflows, understand business logic, and utilize tools like Google Chrome Developer Tools. • Communication: Exceptional customer communication skills (written and verbal). • Language: Professional working proficiency in English (B2/Upper-Intermediate or higher). • Mindset: Highly reliable, organized, and detail-oriented, with the flexibility to cover shifts needed to support our LATAM client base. • Great to Have (Bonus Skills): Familiarity with monitoring and logging tools such as Prometheus, Grafana, Kibana, or the ELK stack. • Basic understanding of Jira, SQL, HTTP/API fundamentals, or VoIP systems. • Experience with Kubernetes or general containerized environments.