Level 1 Technical Support Agent

About the role

We are looking for a motivated Level 1 Technical Support Agent to join our customer support team in Beirut. The role focuses on providing first‑line assistance for our open‑banking software plugin used by multiple banking clients, ensuring a smooth experience for users.

Key responsibilities

• Serve as the first point of contact for inbound support requests via ticketing system, email and phone.
• Analyse and categorise tickets, gathering necessary information such as screenshots or logs.
• Troubleshoot basic issues and guide users through step‑by‑step solutions.
• Document prerequisites before escalating tickets to Level 2/3 support.
• Maintain clear communication with customers about ticket status.
• Perform routine administrative tasks on a web platform and learning management system.
• Continuously learn the open‑banking software to handle more complex tickets.
• Contribute to the knowledge base by documenting common issues and resolutions.

Required profile

• Proven experience in customer or technical support, preferably in a software environment.
• Excellent command of English, both written and verbal.
• Strong analytical, problem‑solving and attention‑to‑detail abilities.
• Ability to assess and triage issues logically.
• Self‑starter who can work independently and within a team.
• Desire to grow into a more advanced technical support role.

Required skills

• Experience with help‑desk ticketing tools such as Zendesk, Jira Service Management or Freshdesk.
• Basic understanding of APIs and open‑banking concepts.