Level 1 Support Engineer

Primo is a fast-growing provider of contact center solutions, helping businesses optimize customer engagement through reliable, scalable dialer and VOIP systems. Our team is passionate about delivering seamless communication technology with exceptional support. 
We're looking for a proactive and detail-oriented Level 1 Support Engineer to join our customer support team. If you're someone who thrives in a fast-paced environment, is great at solving problems, and values ownership, this role is for you. 
What you’ll do: 
i.    Be the first point of contact for client issues (Call, Chat, Email). 
ii.   Troubleshoot and resolve common tech issues, escalate when needed. 
iii.   Own the customer query from start to finish – log, investigate, update,   and resolve. 
iv.   Assist with dialer/VOIP installations and Go-Lives. 
v.   Train clients on best practices and system use. 
vi. Maintain SLA adherence, accurate documentation, and security compliance.
vii.  Work closely with Level 2 teams and escalate effectively when needed. 

What We’re Looking For 
i.   Basic understanding of VOIP/dialer systems 
ii.  Strong communication and analytical skills 
iii. Comfortable with tools like CRMs, ticketing systems, and remote       desktop software 
iv.  Willingness to work in shifts (24/7 environment) .