• Provide first-line technical support for issues related to user access, accounts, and company devices • Troubleshoot basic issues across macOS and iOS environments • Assist users with Google Workspace-related requests (logins, permissions, etc.) • Respond to support requests via Slack in a timely and professional manner • Maintain a helpful, clear, and empathetic tone in all interactions • Conduct occasional Google Meet calls to verify user identity when required • Escalate more complex technical issues to the appropriate internal teams • Follow up with users to ensure full resolution of reported problems • Accurately document support requests and resolutions • Contribute to internal documentation and knowledge bases • Collaborate with team members using Slack and other internal tools

Role Description We are looking for a reliable and solution-oriented Support Agent to join our team, focusing on Level 1 IT support. In this role, you will assist internal users with basic technical issues related to access, devices, and accounts, ensuring a smooth and efficient support experience. This is a user-facing role where clear communication, responsiveness, and problem-solving are essential. The ideal candidate is comfortable handling technical support requests, remains calm under pressure, and is proactive in resolving issues. Role Overview - Serve as the first point of contact for internal support requests. - Troubleshoot common IT issues, guide users through solutions, and escalate more complex cases when necessary. - Most communication will take place via Slack, with occasional video calls for identity verification. Key Responsibilities - IT Support (Level 1) - Provide first-line technical support for issues related to user access, accounts, and company devices. - Troubleshoot basic issues across macOS and iOS environments. - Assist users with Google Workspace-related requests (logins, permissions, etc.). - User Communication - Respond to support requests via Slack in a timely and professional manner. - Maintain a helpful, clear, and empathetic tone in all interactions. - Conduct occasional Google Meet calls to verify user identity when required. - Issue Management - Escalate more complex technical issues to the appropriate internal teams. - Follow up with users to ensure full resolution of reported problems. - Documentation & Collaboration - Accurately document support requests and resolutions. - Contribute to internal documentation and knowledge bases. - Collaborate with team members using Slack and other internal tools. Qualifications - Strong written and verbal communication skills in English. - Previous experience in customer support or IT support (L1 or similar). - Basic troubleshooting skills for user access, devices, and account-related issues. - Comfortable supporting macOS and/or iOS environments. - Ability to work evening or night shifts (PH time). - High level of professionalism, patience, and responsiveness. - Comfortable working in a fully remote environment. Requirements - Experience with Jamf Pro or device management tools. - Familiarity with Google Workspace administration. - Experience using Slack as a primary support channel. - Background in IT support or helpdesk environments. - Experience in high-volume support settings. Benefits - Remote Work: Work from anywhere—our team is global, and we value work-life balance. - Growth Opportunities: As a key player, you’ll have the chance to shape your role and grow with us. - Innovative Culture: Join a team that is passionate about leveraging data to solve challenges and drive success in a rapidly evolving market. Company Description As part of our recruitment process, all candidates will be kindly asked to agree to Lago’s Confidentiality and Non-Circumvention Agreement. This ensures a respectful and professional experience for everyone involved.

• Communicate with customers and accept inquiries via Helpdesk & Skype. • Handle requests from members of other teams. • Solve tasks by themselves or escalate tasks to other teams and control the process of their implementation: technical specialists, account managers • Provide quality service to customers.

• Maintain and improve a portfolio of live client websites. • Handle ongoing website support tasks including bug fixes, broken elements, and layout adjustments. • Work primarily on WordPress websites, while also supporting other CMS platforms such as Duda, Squarespace, and Divi. • Set up and manage staging environments for safe updates and testing. • Ensure daily backups are properly configured and functioning within hosting environments. • Update and maintain themes, plugins, and CMS components. • Implement updates to footers, contact forms, favicons, and page elements. • Troubleshoot and resolve issues related to site speed, responsiveness, and performance. • Implement and validate schema markup and technical SEO improvements. • Identify and fix technical SEO issues that impact search visibility. • Monitor and maintain overall website health and stability. • Support integrations and ensure functionality across forms, plugins, and external tools. • Communicate clearly with internal teams regarding fixes, updates, and timelines. • Document recurring issues and solutions to improve efficiency over time.