L1 Support Specialist

L1 Support Specialist – wAve Field OperationsRole SummaryThe L1 Support Specialist provides first-level support for wAve, Suntria’s door-to-door sales application.The purpose of this role is clear:Keep field sales representatives working without interruption.You will respond to issues in real time, determine the cause, and either resolve them or escalate to the appropriate team.You will use: monitoring tools, defined procedures (runbooks), and support from DevOps (L2) and Engineering (L3).You are not expected to solve everything.You are expected to identify issues quickly and respond correctly.Work ScheduleThursday through Sunday10-hour shiftsOnsite during office hours, remote otherwiseMust be available and responsive during scheduled support hoursPrimary ResponsibilitiesField SupportFirst point of contact for usersAssist with: login issues, application errors, data not saving/loading, deal submission failuresProvide clear guidance so users can continue workingIssue TriageDetermine scope: single vs multiple users, blocking vs non-blockingIdentify issue type: user error, device/connectivity, system issueFollow defined steps, use available information, do not guessSystem MonitoringMonitor: application availability, performance, data flowWatch for: slow response times, errors, missing or delayed dataFlag issues earlyEscalationEscalate clearly and promptly:Problem TypeEscalationSystem or infrastructure issuesL2 (DevOps)Application or workflow issuesL3 (Engineering)Provide: issue description, affected users, start time, relevant detailsIssue TrackingLog issues in the ticketing systemRecord: reported issue, actions taken, escalation statusReal-time response takes priority; tracking ensures continuity.ScopeDoes: respond to users, identify and categorize issues, follow procedures, escalate appropriatelyDoes Not: write code, manage infrastructure, perform deep technical debuggingRequired Qualifications1–3 years in support or operationsAbility to follow structured processesClear, direct communicationBasic understanding: applications, system behavior, monitoring/logsPreferred QualificationsExperience supporting field or mobile usersFamiliarity with cloud systemsExposure to data or event-driven systemsExperience with ticketing systemsPerformance ExpectationsTimely responseAccurate issue identificationClear communicationEffective escalationConsistent performance under pressureSummaryEnsure field users are supported, issues are identified early, and escalations are clear and actionable. A hands-on operational role requiring attention to detail, sound judgment, and consistent execution. #J-18808-Ljbffr EHMA FINTECH INC