We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions.
With over 7,400 CI&Ters around the world, we’ve built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality.
At CI&T, we are seeking a highly skilled and motivated L1 Web Support Analyst to join our team in the USA. You will contribute to an innovative project in a collaborative, transforming, and multicultural environment.
Position Overview
As a customer-focused L1 Support Analyst, you will be the frontline support for our digital platforms, ensuring seamless operations for our clients. This role is pivotal in managing inbound dealer contacts, creating and triaging support tickets, and performing initial diagnostics to resolve common site issues. Your clear communication and reliable documentation will play a key role in maintaining high standards of service and satisfaction.
Key Responsibilities
Serve as the primary first point of contact for dealers via phone, email, and ticketing system.
Triage inbound requests, gather required information, reproduce issues where possible, and create well-documented support tickets.
Perform initial diagnostics for common website incidents such as content display problems and lead form failures.
Validate inventory display basics and escalate suspected data-feed or pricing issues to L2 with relevant logs and reproduction steps.
Apply standard runbooks to resolve routine issues and perform basic remediation, such as cache clears and DNS checks.
Maintain timely communication with dealers, confirming receipt and providing status updates until resolution.
Update and maintain internal knowledge base articles and runbooks with findings or improvements.
Required Skills and Qualifications
Must-have Skills:
Proven experience in customer support or technical support roles.
Strong verbal and written communication skills in English.
Comfort with answering inbound support calls in a phone queue environment.
Basic familiarity with web concepts: DNS, HTTP/HTTPS, caching, and CMS operations.
Experience or a willingness to learn Adobe Experience Manager (AEM).
Ability to follow runbooks and document reported issues with detailed steps.
Experience using ticketing systems such as Salesforce, Zendesk, or Jira.
Customer-oriented mindset with strong organizational skills and attention to detail.
Nice-to-have Skills:
Familiarity with automotive inventory management concepts or dealer platforms.
Basic HTML/CSS familiarity or comfort inspecting page markup.
Experience with call tracking or simple DNS lookups.
Multilingual ability (English, Canadian French) is a plus for supporting cross-regional dealer contacts.