Technical Support Specialist I

📋 Description

• Own end-to-end Loomi Platform support tickets with rapid, clear resolutions.
• Maintain proactive ticket hygiene and empathetic customer communication.
• Meet and maintain L1 KPIs and SLA targets.
• Create Knowledge Base articles to speed up resolutions.
• Provide 24x7 support and participate in on-call rotation.
• Build deep product and technical knowledge of Loomi Platform components.

🎯 Requirements

• 1-3 years in technical support, CS, IT helpdesk, or related field.
• Troubleshoot technical issues methodically; explain findings to non-tech users.
• English fluency with strong written and verbal communication.
• Familiar with SaaS, web tech, or cloud-based systems.
• Comfortable with ticketing systems, SLAs, and metrics.
• Proactive; able to manage multiple open cases simultaneously.

🎁 Benefits

• Flexible working hours and a virtual-first culture.
• 5 paid volunteering days per year.
• Calm subscription for sleep and wellbeing.
• DisConnect days: one extra day off each quarter.
• Parental leave up to 26 weeks for primary caregivers.
• Annual education budget for courses and certifications.