L1 Support – Back Office (Full‑time)

About the role

The L1 Back Office Support Agent provides initial administrative, technical, and operational assistance to ensure smooth business functioning. Acting as a behind‑the‑scenes frontline agent, the role processes data, resolves routine requests and escalates complex issues to higher‑level support.

Key responsibilities

• Receive, log, acknowledge and classify incoming tickets via email, chat or ticketing systems such as ServiceNow or Remedy.
• Enter, update and maintain accurate records in databases, CRM or ERP systems.
• Perform first‑line troubleshooting including password resets, account unlocking and software installation.
• Prepare daily or weekly operational reports and maintain documentation such as invoices and bills of lading.
• Escalate unresolved or complex problems to L2/L3 technical teams or managers.
• Coordinate with internal departments or external vendors to process orders, manage inventory or request support.
• Monitor application health or server alerts to identify potential bottlenecks.

Required profile

• High school diploma or Bachelor’s degree in Business Administration, IT or a related field.
• Excellent written and verbal communication skills.
• Strong attention to detail for accurate data entry.
• Effective time‑management ability to work under tight deadlines.

Required skills

• Proficiency with Microsoft Office Suite, especially Excel (Pivot Tables, VLookup).
• Experience using ticketing tools such as ServiceNow or Remedy.
• Familiarity with CRM and ERP applications.