Level 1 Customer Technical Support

Customer Support
Remote
July 9, 2026
Full Time
Application ends: October 8, 2026
Apply Now

Job Description

The Role

This is a permanent part-time position working Monday, Tuesday, Thursday and Friday, 8:30am to 3:00pm (24 paid hours per week) – no on-call, no weekends.

As the first point of contact for our customers, you’ll be handling inbound support via phone and email, diagnosing and resolving Level 1 technical issues, and ensuring every customer interaction reflects the high standard of service Monika is known for. You’ll log and manage all cases in Salesforce Service Cloud, escalating to our technical team when needed, and contribute to our growing knowledge base.

You’ll report to our Field Operations & Technical Lead and work closely with a small, experienced support team.

What You’ll Be Doing

  • Providing L1 technical support to Monika customers via phone and email
  • Logging and managing all support cases in Salesforce Service Cloud
  • Diagnosing and resolving issues across hardware, software, connectivity and the MonikaPrime platform
  • Escalating cases to L2 support with full documentation when required
  • Ensuring SLA response and resolution times are met consistently
  • Troubleshooting across multiple layers – internet, WAN, LAN, application and end-user
  • Collaborating with the wider team to keep customers informed and satisfied

What We’re Looking For

  • 1–2 years’ experience in an IT or technical support role
  • Strong customer service skills – you genuinely enjoy helping people
  • Proven troubleshooting capability and a methodical approach to problem solving
  • Experience with CRM or helpdesk/ticketing systems – Salesforce experience a real plus
  • Ability to interpret and communicate technical information clearly to non-technical clients
  • Excellent written and verbal communication skills
  • Comfortable with Android and iOS devices

Highly Regarded:

  • Familiarity with IoT hardware or remote monitoring systems
  • Experience in food safety, hospitality or healthcare environments
  • Salesforce Service Cloud experience

You Are

  • Warm, calm and professional – even when customers are under pressure
  • Self-motivated and reliable – you take ownership and see things through
  • Detail-oriented – accurate in your case logging and documentation
  • Curious and keen to keep learning

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
#GraphicDesignJobsOnline
#WebDesignRemoteJobs
#FreelanceGraphicDesigner
#WorkFromHomeDesignJobs
#OnlineWebDesignWork
#RemoteDesignOpportunities
#HireGraphicDesigners
#DigitalDesignCareers
# Dynamicbrand guru

Related Jobs