L1 Support (Contractor)

Posted 2 months ago


Simfoni specializes in sourcing, procurement and supplier management software for indirect material spend. Our solutions approach is grounded in the belief that results come through a combination of intelligent technology, domain expertise and a deep understanding of client business objectives and challenges. Our technology is deployed for major customers in over 40 countries and across 240,000+ suppliers.

Role & Responsibilities

To succeed in this role, the candidate should have a problem-solving attitude along with the ability to give clear technical instructions.

Key responsibilities include:

• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Key Tasks:

• Research and identify solutions to software issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track Simfoni Platform issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients


Qualifications & Experience:

• Hands-on experience with Windows/Linux/Mac OS environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (eg. Zendesk)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• BS degree in Information Technology, Computer Science or relevant field
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
• Experience in SaaS business is a plus
• Client-facing experience is a plus

Additional requirements and skills:

• Good communication skills
• Highest level of ethics and integrity
• Ability and willingness to work out of working hours when needed
• Ability and willingness to work in a high-pressure environment
• Ability and willingness to work in a collaborative team environment
• Ability and willingness to quickly learn new technology and software
• Experience in the Supply Chain domain is a plus.

Above all, we value aptitude and the willingness to learn.

Job Features

Job CategoryCustomer Support
BenefitsCompetitive Salary
Service LineStrategic Spend Team
SpecialismCustomer Support
Reporting toSenior Manager – Strategic Spend Team
Base LocationMexico based. This role is 100% remote work from home but may be required to be in a regional Simfoni office from time to time.
Travel and working hoursWe operate with non-linear working hours to accommodate global time zones of clients and global Simfoni operations, but in line with the Company’s work-life balance objective the Company is committed to ensuring that employees achieve a reasonable balance. The role may require travel between regional Simfoni office locations.

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