L1 Support Analyst

Position : L1 Analyst

Location : Austin TX/Raleigh NC (Onsite)

Employment type: Contract

Job Description:

Looking forward if someone has B2B customer success or B2B service Desk support for tickets. Those are going to be some of the keywords that we want to look for.

Key Responsibilities

• Conduct reviews of partner and merchant applications using established criteria

• Investigate issues by reviewing available data and cross-referencing key systems

• Coordinate with internal stakeholders and B2B partners to gather additional context and

propose next steps

• Use predefined templates and guidance to communicate issues and drive resolution

• Maintain documentation of reviews, findings, and outcomes in designated platforms

Technical Skills & Tools

• Strong proficiency with macOS is required — candidates must be comfortable navigating

and working within a Mac-native environment

• Comfortable working with macOS native apps (e.g., Numbers, Safari)

• Ability to navigate multiple systems in a fast-paced environment

• Familiarity with data visualization tools like Tableau

• Basic understanding of CRM platforms

Communication & Collaboration

• Fluent in English (verbal and written) with strong attention to detail

• Clear and outcome-oriented communicator who can simplify technical concepts

• Able to follow standardized response processes and templates effectively

• Collaborative mindset and experience working cross-functionally with technical and

business teams

• Experience with B2B partner support processes is highly valued

Analytical & Problem-Solving Abilities

• Self-starter with a methodical approach to problem-solving

• Able to analyze multiple criteria simultaneously to identify patterns or root causes• Prioritize tasks and manage multiple reviews with minimal supervision

• Capable of synthesizing complex information and outlining actionable resolution steps

Thanks & Regards