Support Specialist L1

About the role: 

The L1 Support Manager provides assistance to users across our ecosystem, including SpliMetrics Acquire, Optimize, and AppRadar, via Intercom in-app chat. This role focuses on resolving customer inquiries and creating help materials, such as articles and how-to videos, to enhance self-service support. Collaboration with Product, Sales, and Customer Success teams ensures a smooth customer experience and continuous product improvement.

In this role, you will: 

• Communicate with customers via the Intercom in-app chat.
• Take ownership of customer issues and see them through to resolution.
• Escalate a problem to other internal teams as appropriate.
• Follow support processes and best practices.
• Pass on customer feedback to the Product team and provide users with updates about the upcoming features.
• Collaborate with Sales, Customer Success & PMM teams.
• Create and update how-to guides and feature overview articles for our Help Centre.
• Create short how-to videos with the description of our product and features (screenshare of the product + AI voice on the background).
• Create Playbook documentation describing processes and feature peculiarities to share knowledge with the set of the team.
• Small projects participation e.g. Product Tours creation, feature overview videos for Sales and CS,  onboarding support for new customers, etc.

About you:

• 1+ year of experience in customer support or customer-facing roles in tech companies.
• B2+ English proficiency.
• Strong problem-solving and technical troubleshooting skills.
• Excellent written and verbal communication skills.
• Ability to manage time effectively and prioritize tasks.
• Strong attention to detail and a customer-first mindset.
• Experience with customer service tools (e.g., Intercom, Zendesk).
• Experience with help center article creation.
• Experience with utilizing AI-based tools for personal and work-related projects.
• Experience with helping video creation is a plus.
• Ability to work independently and as part of a team.
• Basic project management skills for supporting small projects.