Help Desk Specialist – Level 1 Support

About the role

The Level 1 Help Desk Support Specialist provides first‑line technical assistance to fintech software users. Working remotely from Heredia, you will handle inbound requests via phone, chat, and ticketing systems, ensuring timely and professional communication.

Key responsibilities

• Respond to support tickets in JIRA and resolve basic issues such as password resets and navigation assistance.
• Provide technical support through phone, chat, and email, following defined SLAs.
• Escalate complex problems to the Level 2 team in India.
• Document all interactions clearly in the ticketing system.
• Update knowledge‑base articles as needed.

Required profile

• 1–3 years of experience in technical support or help‑desk roles.
• Strong English communication skills, both verbal and written.
• Familiarity with ticketing platforms, preferably JIRA.
• Ability to follow structured escalation processes and manage multiple tickets.

Required skills

• JIRA ticketing system
• Basic troubleshooting of SaaS platforms (login issues, file navigation)

What we offer

• Remote work with a brief training period (1–2 weeks).
• Opportunity to grow as the client base expands.
• Collaboration with an international support team.