Customer Technical Support Analyst (L1)

About the role 

We are looking for a L1 Customer Technical Support Analyst to be the first point of contact for external users of client applications and related equipment. In this role, you will troubleshoot application and equipment-related issues, provide guidance, and help deliver a smooth and satisfying user experience across multiple client platforms. 

This is a hands-on, customer-facing role in a supportive and collaborative work environment where you will gain exposure to a variety of modern applications and emerging technologies. 

The role operates on a shift schedule to provide coverage for external users across different time zones. 

 

What you'll do 

• Act as the first line of support for external users of client applications and related equipment via email, ticketing system, phone and contacting users as needed 

• Log, prioritize, and track support requests to meet SLA targets 

• Provide Level 1 support for common application and equipment-related issues and user questions 

• Assist users with access, account issues, and application functionality or equipment usage 

• Perform basic troubleshooting and guide users through resolution steps remotely 

• Escalate complex problems to L2/L3 teams 

• Keep users informed and updated until issues are resolved 

• Contribute to the knowledge base by documenting solutions and best practices 

• Occasionally support the preparation of client proposals by contributing technical insights related to applications and equipment 

 

What we're looking for 

• Strong communication skills in English and Romanian, with a friendly, customer-oriented approach 

• Analytical mindset and problem-solving abilities 

• Basic IT knowledge (web browsers, Office applications, general troubleshoot) 

• Quick learner, adaptable to different client applications and workflows 

• Organized and able to work efficiently under deadlines 

• Curious and motivated to grow technical expertise across multiple systems 

• Comfortable working in a fast-paced support environment with multiple incoming requests 

 

Perks and benefits 

• Private medical insurance 

• National holidays off, even when falling on weekends 

• Loyalty leave: +1 day/year 

• Continuous professional development opportunities 

• Sports subscription programs 

• Referral bonuses for bringing in new talent 

• Meal tickets 

• Bookster subscription for reading & learning 

• Community and team-building events