General IT User Support

The SE Advantage Support L1 role serves as the first point of contact for users of the SE Advantage platform, providing customer-focused assistance across registration, quoting, order management, and system navigation.

This position is essential for ensuring smooth platform operations, resolving common issues, and escalating complex cases as needed.
Key ResponsibilitiesUser & Technical Support


* Provide first-level support to SE Advantage users across North America.


* Handle inquiries via email, chat, and phone, including registration, account access, and quoting support.


* Diagnose and resolve basic hardware, software, and networking issues related to the platform.


* Guide users through processes such as creating quotes, navigating product catalogs, and managing orders.


* Walk customers through application use and troubleshooting steps.

Case and Documentation Management


* Create, document, and track support cases using internal ticketing tools.


* Maintain knowledge base and documentation repositories for internal and external use.


* Follow up with users to ensure full resolution of issues.

Escalation & Collaboration


* Escalate complex issues to L2/L3 technical teams or engineering when appropriate.


* Collaborate with internal engineers, customer experience teams, and cross-functional groups to improve overall service quality.

Platform Operations


* Assist with user account creation, management, and profile maintenance.


* Monitor platform status and report common trends or system issues to management.


* Support the maintenance of quoting templates, product configurations, and platform updates as guided by L2 teams.

Required Skills & CompetenciesTechnical Skills


* Basic understanding of IT concepts, troubleshooting, and support workflows.


* Familiarity with remote desktop tools, ticketing systems (e.g., Jira/ServiceNow), and customer support platforms.


* Strong analytical and problem-solving capability.

Soft Skills


* Excellent written and verbal communication skills.


* Strong customer service orientation and patience when guiding users through tasks.


* Ability to remain organized, manage multiple inquiries, and follow structured processes.


* Proactive, detail-oriented, and capable of working within a dynamic, global environment.

Qualifications


* High school diploma required; Associate or Bachelor's degree in IT is a plus.


* Previous experience in IT support or customer service preferred.


* Advanced English proficiency (written and spoken).


* Understanding of basic networking, Windows/Linux environments is desirable.
Salesforce knowledge
SAP basic knowledge

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