L1 Support Agent

About Us: At International Development Resources (IDR), we believe that our greatest asset is our people. We're a diverse, passionate, and forward-thinking team that values creativity, collaboration, and continuous learning. When you join IDR, you become part of a global network dedicated to building technology that transforms businesses and makes a real-world impact.

The Opportunity: Unleash your problem-solving prowess during the nocturnal hours (11 PM - 8 AM) as an L1 Support Agent! This unique night shift opportunity allows you to be the hero our global customers depend on, ensuring seamless operations while the world sleeps. You'll provide outstanding technical product support to customers and resellers globally, leveraging your troubleshooting skills and utilizing cutting-edge CRM software to ensure smooth installation, configuration, and upkeep of our software solutions. Embrace our commitment to ongoing enhancement and innovation, contributing significantly to elevating customer satisfaction and advancing our company's mission.

What You'll Do (Responsibilities):

• Conduct initial diagnosis and triage of customer-reported issues, accurately documenting symptoms and findings in the ticketing system.
• Collaborate effectively with cross-functional teams (L2/L3 support) to escalate and resolve complex technical issues within defined SLAs.
• Provide timely and proactive updates to customers regarding the status of their reported issues, ensuring transparency and satisfaction.
• Maintain accurate records, logs, and reports of customer assistance using CRM software.
• Provide remote support for the installation and/or upgrade of software and related components on customers' systems.
• Troubleshoot issues related to software, third-party applications, and operating systems that our software depends on.
• Continuously seek innovation and improvement in customer support processes, aligning with our "Discover Best" motto.
• Prioritize and manage multiple customer issues effectively, ensuring service level commitments are met globally.
• Maintain excellent communication and phone etiquette while interacting with customers, ensuring a positive experience.

Our Core Tooling & Concepts:

• CRM Software (Salesforce preferred)
• Ticketing Systems
• Remote Desktop Tools
• Operating Systems (Windows, macOS, Linux fundamentals)
• Basic Networking Concepts
• Web Browsers, Applications, and Servers

What We're Looking For (Qualifications):

• Proficiency in basic computer operations, including understanding operating systems, web browsers, applications, and server fundamentals.
• Strong understanding and experience with ticketing systems: ability to log, prioritize, and manage customer tickets efficiently.
• Experience with CRM management software (Salesforce experience is a significant plus).
• Solid troubleshooting skills for hardware, software, and applications, including diagnosing application issues and configuration problems.
• Ability to accurately follow troubleshooting scripts or procedures.
• Familiarity with common communication platforms (email, live chat, phone, Microsoft Teams).
• Experience using Remote Desktop Tools for assisting users.
• Exceptional customer service skills with the ability to explain complex technical information clearly to non-technical users.
• Excellent documentation skills for accurate support tickets (internal and external) and contributing to knowledge base articles.

Why Join Us?

• Innovate with a Mindset of Discovery: We believe curiosity and ongoing research are key to innovation, driving us to find the best solutions.
• Lead in Technology & Service: We strive to be leaders in technology and services
• Customer-Centric Partnership: We deeply value our connection with customers, partnering to enhance their lives
• Competitive compensation and benefits package