Vacancy: Level 1 Support Analyst ?? Vacancies: 1 ?? Contract type: Indefinite (100% outsourced) Working hours ?? Monday to Thursday: 7:00 a.m. – 5:00 p.m. ?? Friday: 7:00 a.m. – 4:00 p.m. General job description A technology-sector company is seeking a Level 1 Support Analyst responsible for providing timely customer support and issue resolution, ensuring an efficient, organized service with a strong commitment to quality. Main responsibilities Manage and respond to escalated cases received via email. Organize and clean the inbox to ensure efficiency in customer support. Keep users informed about the status of their requests through clear and timely updates. Create and document cases originating from various support channels. Handle and prioritize cases, ensuring customer satisfaction. Reactivate suspended customers and escalate cases when necessary. Record all information related to received and assigned cases in the CRM. Support Project area deliveries and participate in meetings to validate requirements. Mentor and train new team members on processes and tools. Handle after-hours “point-of-sale” support requests. Manage cases received based on availability. Create and update technical documentation, guides, and manuals. Support and escalate Level 2 requests, and manage application errors to Engineering. Follow up on cases until effective resolution. Ensure compliance with SLAs through clear and timely documentation in the CRM. Participate in training sessions and in the rollout of new versions and features of the HioPOS CLOUD system. Conduct ongoing self-study of the product using available materials. Required education Technical, Technological, or University degree in Systems, Software Development, or related fields. Requirements and knowledge Technical knowledge: First-level incident resolution. Ticket management and case tracking. End-user support and assistance. Remote and on-site support. Documentation of technical solutions. CRM and case management tool proficiency. Office software and operating systems proficiency. Adherence to response times and SLAs. Mandatory requirement: Technical education with networking knowledge to conduct on-site visits. Experience 1 year of experience in technical support: user assistance, incident resolution, technical documentation, remote/on-site support, and response time management. Job type: Full-time