L1 Technical Support Specialist (UA Private Entrepreneur Only)

Company Overview: Brightfin is an enterprise SaaS software company that provides complete visibility and control over IT spend. With a suite of solutions that cover IT Financial Management (ITFM), Telecom Expense Management (TEM), Managed Mobility Services (MMS), FInOps, Cloud, and AI spend, Brightfin brings "Total Spend Intelligence" to CIOs, CFOs, IT, Finance, and procurement teams so they can better forecast, manage, optimize costs, and redirect wasteful spend to strategic priorities. Brightfin was the first ServiceNow partner to provide a natively accessible cost optimization application built into the ServiceNow platform Job Summary: The role of a L1 Technical Support Engineer involves providing technical support to clients, diagnosing and resolving complex technical issues, managing inquiries efficiently, and ensuring high levels of customer satisfaction. As skills and knowledge increase, growth to L2 Technical Support Specialist roles and beyond, into more technical roles within the organization, can be anticipated. Essential Functions / Duties / Responsibilities: Incident Management: Review and prioritize incoming incidents in your queue based on urgency and complexity Ensure timely and efficient resolution of technical issues within standard timeframes Track the progress of each ticket and provide regular updates on status to internal and external stakeholders Technical Issue Diagnosis: Identify root causes of problems and implement solutions or workarounds as necess