**Key Responsibilities**: - Monitor, log, and categorize incoming support tickets. - Use your experience across clients to provide suggestions for template solutions. - Follow standard operating procedures (SOPs) to resolve common issues. - Ensure that response and resolution times comply with established service level agreements (SLAs). - Document troubleshooting steps and solutions in the knowledge base. - Identify patterns in reported issues and flag potential system-wide problems. - Assist users with basic Neodeluxe products configurations and settings. - Work closely with Tier 2 and development teams to relay critical issues. - Escalate issues when necessary to T2, using established support team protocols. - Prioritize issues based on severity and impact. - Participate in team meetings to discuss recurring problems and potential improvements. **Requirements**: - Our procedures and products evolve rapidly and constantly, you must be an investigative person and self-taught in new processes. - Excellent oral and written communication skills - Minimum English proficiency at B2 level, preferably C1. - Great relationship management skills - you’ll be working with multiple clients and internal teams all the time so you’ll need to be able to work with a lot of different personalities and people from different cultures. - Customer service mentality and ability to handle stressful situations calmly. - Ability to complete tasks assigned at a quick and accurate pace - Collaboration and communication of status of tasks - Experience using Filevine - Ability to diagnose and troubleshoot common software issues systematically. - Ability to analyze complex problems and propose effective solutions. - Strong attention to detail when gathering issue-related information. **Nice-to-Have**: - Neostella Products Knowledge - Experience using Zendesk, Jira is preferred - Knowledge of monitoring tools (such as Coralogix, Nagios, New Relic, etc.). - Experience in cloud environments (AWS, Azure, Google Cloud). - Knowledge of agile methodologies (Scrum, Kanban). - Technical background is preferred - have knowledge of code/software development and its general functionalities. - Previous experience in IT support, helpdesk, or customer service roles is a plus.