[Hiring] Customer Support N1 at KASHIO

Who are we?

Kashio is a company that develops financial technology to help businesses adopt digital payments and automate their accounts receivable and accounts payable operations. We serve over 400 companies in sectors such as education, finance, property management, and utilities, with the goal of expanding into five markets within the next two years. We are known for delivering innovative, secure, and intuitive solutions, supported by a passionate team that drives financial inclusion and operational efficiency.

Who are we looking for?

We are looking for a Level 1 Customer Support Specialist with experience in technical support and customer service. The candidate will be responsible for providing specialized support to Kashio payment platform customers, handling complex and high-priority cases, primarily from corporate clients.

What will you do?

• Provide specialized Level 1 support to clients of the Kashio payment platform.
• Handle complex and high-priority cases, prioritizing, escalating, and providing comprehensive follow-up to tickets from opening to resolution and closure.
• Document procedures, lessons learned, and operational improvements in the area.
• Propose and implement improvements in the classification, handling, and documentation of tickets.
• Coordinate with N2 support and other technical areas as appropriate.
• Verify that response times are aligned with the defined SLAs.
• Support in the training of new agents on the L1 support team.

It is essential for us that you have:

• Academic Background: Completed Higher Education in Systems Engineering, Computer Engineering, Computer Science, or related fields.
• Work Experience: Minimum 2 years in technical support or customer service in technology, IT or financial sector companies.
• Required Technical Knowledge:
• Ticketing tool management (Intermediate).
  • Office 365 Tools (Intermediate).
  • Log analysis / monitoring (Basic).
  • Knowledge of API/Network Integrations (Basic).

You would stand out if you also have the following:

• Knowledge of agile methodologies (Basic).
• Using Power BI (Basic).
• Postman Handling (Basic).

Required skills:

• Analytical and problem-solving thinking.
• Effective communication.
• Organization and monitoring.
• Customer focus.
• Proactivity and self-management.
• Collaborative work.
• Emotional intelligence.
• Pressure tolerance.
• High responsibility and commitment.

   

• Working hours (mandatory)

  • Rotating: It rotates monthly between these 2 shifts:

    Shift 1: Monday to Friday from 9:00 am to 6:00 pm (all of the 1st month)

    Shift 2: Monday to Friday from 10:00 pm to 6:00 am (all of the 2nd month)