Tier 1 Support Agent (SDQ)

Position Summary:

We’re looking for a collaborative team player who loves investigating issues, is eager to learn from experienced colleagues, and takes pride in delivering high-quality work. If you have a strong sense of responsibility and a passion for problem-solving, this is the role for you!

Responsibilities:

• Handle chats/ cases quickly and efficiently
• Create and update knowledge base articles used by Tier 1 agents
• Conduct training sessions
• Act as a focal point for communication with the R&D and product teams
• Act as a knowledge focal point within support
• Accompany new releases and make sure support agents are familiar with them and have the tools to address issues related to them

Required Skills/Abilities:

• Advanced English proficiency. 
• Strong analytical and troubleshooting capabilities
• Experience with SQL and web technologies such as CSS, HTML, Javascript 
• Knowledge of API (advantage)
• Experience with the three primary email authentication protocols: DKIM, SPF & DMARC (advantage)
• Experience with using Sendgrid (advantage)
• Experience with e-commerce platforms (advantage)
• Ability to communicate effectively with customers via email, chat or phone
• Ability to handle and escalate issues following internal procedures

Education and Experience:

• Bachelor’s Degree or senior student in Computer Science, Information Technology (IT), Network Administration or Cybersecurity is desirable
• 2+ years of experience in Technical Support 

Benefits: 

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Quarterly performance bonuses
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like Barna
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spread mental health awareness and promote its importance. To take care of our people we have in-house clinical psychologists.