Technical Customer Support Associate – L1

Job description

Job Summary The Technical Customer Support Associate is responsible for providing Tier 1 (L1) support to Algo customers by researching, diagnosing, troubleshooting, and resolving data, application, and technical issues across Algo platforms. This is a technical support role that requires basic understanding of databases (SQL, Cloud computing) and cloud services, written and verbal English communication skills, strong attention to detail, and the ability to work effectively under pressure, particularly when customers experience critical data or application issues. The primary responsibility of this role is to resolve customer support incidents and requests in accordance with applicable service-level agreements (SLAs). Job Responsibilities Triage incoming email and support tickets by categorizing the issue type, product, urgency, and required customer details. Diagnose and resolve basic software issues, data issues, and user errors by following established procedures. Escalate complex, critical, or unresolved issues to higher-level support teams or relevant internal departments. Provide prompt and professional responses to customer inquiries regarding software functionality, troubleshooting, and general information, using available support documentation. Maintain up-to-date knowledge of the company’s SaaS products, support documentation, and standard operating procedures. Document customer interactions, investigation notes, issues, actions taken, and resolutions in the support ticketing system. Prepare weekly reporting highlighting outstanding tickets by solution, urgency, and issue type. Meet or exceed agreed performance metrics, including response times, resolution times, ticket quality, and customer satisfaction scores. Participate in regular training and development sessions to strengthen support skills and product knowledge. Collaborate with team members and other departments to improve support processes and customer experience. Share feedback on common issues, customer concerns, and recurring trends to help improve software functionality and support strategies. Qualifications Required: Bachelor’s degree in a related field (Information Technology e.g. BSCS, BSIT, CS, BSSE, BSCE) is preferred. Basic knowledge of databases (SQL, Cloud computing) and cloud services. Previous customer support or related experience is preferred, particularly in a SaaS, software, or technology environment. Strong written and verbal English communication skills are essential for communication with US-based team members. Basic troubleshooting skills and the ability to learn new software quickly. Familiarity with support ticketing systems and CRM tools. Experience with Jira and Jira Service Management (JSM) is an advantage. Strong problem-solving skills, organization, and attention to detail. Ability to work independently and collaboratively in the team, with flexibility to work scheduled day or night shifts, including Pakistan night hours when required.