L1 Resource – Chat Support

Required Experience & Skills:

Experience

• 2–3 years of experience in service desk, helpdesk, or end‑user support
• At least 1–2 years of direct chat-based customer support experience
• Proven experience troubleshooting issues without reliance on phone support

Technical Skills

• Working knowledge of:
• Windows and macOS
• Common productivity software and email platforms
• Remote desktop or virtual desktop environments
• Basic Active Directory tasks
• Networking fundamentals (TCP/IP, VPN, connectivity triage)
• Familiarity with ITSM ticketing systems (e.g. ServiceNow) and remote support tools (e.g. Bomgar).

Communication & Behavioral Skills

• Strong written English communication skills suitable for live chat
• Ability to manage multiple chat conversations simultaneously
• High attention to detail in documentation and troubleshooting ...