Support Analyst – Tier 1

Infios

. Provide comprehensive support through phone and ticketing system .

Posted 11/2/2026full-timeRemote • MexicoMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills with the ability to troubleshoot software-related issues effectively. Proficient in maintaining communication with customers and internal teams while adhering to defined SLAs.

Highest-signal resume keywords

Customer Service SkillsAnalytical SkillsTroubleshooting SkillsCommunication SkillsTechnical Customer Support Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

Multi-TaskingActive ListeningEmpathyEmotional IntelligenceTeamwork

Tools & Technologies

Ticketing SystemRunbooksPoliciesProcedures

Industry Keywords

SLACase TriageCustomer SatisfactionCase HygieneCritical Response

About the role

Key responsibilities & impact

Provide comprehensive support through phone and ticketing system
Gather initial information to understand and troubleshoot software-related issues
Document relevant information accurately in the ticketing system
Assess and triage support cases, routing them to appropriate internal teams
Maintain clear communication with customers and internal teams
Meet defined SLAs for first response and resolution of support cases
Collaborate with internal teams, external partners, and third-party vendors
Escalate tickets when necessary based on severity
Maintain low escalation rates due to case hygiene or failure to meet SLA
Handle critical responses and escalate cases based on severity
Maintain a low call unanswered rate
Resolve issues using defined runbooks, policies, and procedures
Curate documentation to expand the Tier 1 service footprint
Apply active listening, empathy, and emotional intelligence in customer interactions
Meet or exceed customer service satisfaction score requirements

Requirements

What you’ll need

Strong customer service skills and ability to multi-task
Strong analytical, troubleshooting, and problem-solving skills
Ability to prioritize tasks and self-manage
Ability to quickly learn and expand knowledge in relevant processes and applications
Excellent listening, oral, and written communication skills with strong interpersonal skills
Strong sense of teamwork, integrity, and positive attitude
0-1 year technical customer support experience
Fluency in English

Benefits

Comp & perks

Equal-opportunity employer committed to inclusion in the workplace
Reasonable accommodations during the recruiting process for individuals with disabilities