Elevate 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 Time
- Ticket Volume
- Customer 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
📌 Customer Support (Provincia de Buenos Aires)
🏢 Aditi Consulting
📍 Provincia de Buenos Aires
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