Job Title: First Tier Support & Customer Success Agent
Department: Engineering / Customer Support
Position Summary
FastBank is seeking a First Tier Support & Customer Success Agent to serve as the primary point of contact for customer support inquiries, escalations, and onboarding activities. This role blends reactive support (answering questions, triaging issues) with customer success work (setting up new users and supporting existing users) to ensure a smooth, responsive experience for FastBank's customer base. This is an entry-level role — training will be provided.
Key Responsibilities
First Tier Support
- Serve as the first point of contact for incoming customer support questions
- Triage and resolve straightforward issues directly
- Maintain clear, professional, and timely communication primarily via email
Escalation Management
- Identify issues that require engineering involvement and route them to the appropriate developer(s)
- Track escalated issues through to resolution, ensuring developers respond in a timely manner
- Translate technical answers from engineering back into clear, customer-friendly communication
- Own the loop end-to-end — no escalation should go unanswered or unreturned to the customer
Customer Onboarding & Success
- Guide new customers through the setup process (SAP connections, bank setup)
- Support existing users by responding to and resolving support tickets
- Conduct screen-share troubleshooting sessions via MS Teams
- Proactively flag recurring issues or friction points to internal teams (product/engineering)
Continuous Improvement
- Identify recurring or repeat issues across support tickets
- Work with the team to turn recurring issues into reusable responses and knowledge base articles
- Bring recommendations to the engineering team for fixes and product improvements based on patterns seen in support
Communication Expectations
- Extensive daily communication via email (primary channel for support and follow-ups)
- Regular MS Teams video calls with customers for onboarding, screen shares, and troubleshooting sessions
- Internal coordination with engineering/dev team to manage escalations
Qualifications
- Strong written communication skills (email-heavy role)
- Comfortable communicating technical concepts to non-technical audiences
- Organized, able to track multiple open issues/escalations simultaneously
- Customer-first mindset with a sense of ownership over issue resolution
- Bonus/Plus:
- Prior experience in customer support, customer success, or technical support role
- Familiarity with SAP Business One and/or banking/financial systems
What Success Looks Like
- Fast, clear first-response times on support tickets
- Escalations consistently reach resolution with the customer kept informed throughout
- Smooth onboarding experience with minimal friction on SAP/bank setup steps
- Positive customer relationships and reduced repeat tickets on already-resolved issues
- Recurring issues are captured and turned into KB articles or engineering fixes over time
Job Type: Full-time
Pay: $12,141.43 - $16,869.09 per month
Work Location: Hybrid remote in Puebla, Pue.
