Customer Support L

Aditi Consulting LATAM
Unleash your greatest potentialElevate your career as a Customer Specialist L1 and join a dynamic, innovative team at Aditi Consulting. Our track record of deploying top-tier professionals has earned us recognition among America’s fastest-growing companies. As we continue to expand, seize the opportunity to grow and thrive in a supportive and forward-looking environment.
Main activities and responsibilities of the role:• Provide L1 customer support by managing basic tickets and resolving straightforward issues. • Ensure clear, proactive, and timely communication with customers throughout the incident lifecycle. • Track and document incident tickets and standard service requests following established procedures. • Perform initial triage to assess priority, impact, and next steps for each case. • Work toward achieving First Call Resolution (FCR) by resolving inquiries at the first point of contact whenever possible. • Monitor Average Handling Time and follow best practices to ensure efficient case management. • Help maintain Ticket Volume performance by responding promptly and staying organized. • Contribute to high Customer Satisfaction Scores (CSAT) through empathy, clarity, and quality service. • Ensure compliance with Service Level Agreements (SLA) by meeting resolution timeframes and escalation standards. • Collaborate with cross-functional teams as needed to support issue resolution and continuous improvement.
What you will need to be successful:• Excellent soft skills, including punctuality, anticipation of unforeseen events, and smooth communication of updates. • Advanced/bilingual English level • Intermediate experience managing basic tickets and resolving simple issues. • Basic knowledge of incident tracking and standard service request processes. • Basic understanding of triage flows. • Knowledge of key L1 metrics and concepts:First Call Resolution (FCR)Average Handling TimeTicket VolumeCustomer Satisfaction Score (CSAT)SLA Compliance
Benefits:• 🌎 Opportunity to work on projects worldwide • 💲 Salary reviews • 🏡 100% remote work • 🧬 Medical and life insurance • 🩺 Doctor available for online consultations • 👨🏽 🎓 E-learning platforms and training plans • 🥇 Certification refunds • 📚 English classes • 💰 Referral bonuses • 🤘🏻 Annual day off