# Customer Support Associate (L1) ### How to apply? **Use this link:** [**https://dub.sh/L1CSA**](https://dub.sh/L1CSA) ### The Company At Torch Labs Software LLC, we’re revolutionizing the VPN and proxy industry with innovative software solutions. Operating as a global hybrid team with roots in Sri Lanka and our headquarters in the USA, we build cutting-edge infrastructure to monetize traditional and nontraditional products as a service. Our inclusive and vibrant culture empowers talented individuals worldwide to collaborate, innovate, and deliver exceptional products that redefine customer expectations. Join us to be part of a fast-paced team making a real impact in the tech industry! 💻 Our website: [https://torchlabs.xyz](https://torchlabs.xyz/)\ 📩 Our Email: \ 🐦 Our Socials: **Position:** Customer Support Associate (L1)\ **Location:** Colombo 10, Sri Lanka\ **Job Type:** Full-Time * **Evening:** 4:00 PM – 12:00 AM (Hybrid) * **Night:** 12:00 AM – 8:00 AM (Remote) ### Job Summary As a **Customer Support Associate**, you’ll be the first point of contact for customers on **Discord** and **Telegram**, handling support tickets related to proxy usage, subscriptions, and account access. You will use internal dashboards, APIs, and external tools like **Stripe** to resolve common issues, escalate when needed, and ensure customers have a smooth experience. ### Key Responsibilities: * Respond to customer queries through **Discord** and **Telegram ticket systems** in a timely and professional manner. * Review support tickets and resolve common issues related to **proxy usage**, **subscriptions**, or **account access**. * Use internal **dashboards**, **Stripe**, and **available APIs** to troubleshoot and fix customer issues. * Assist in **proxy testing**, identifying suitable proxy types for different use cases (e.g., sneaker sites, scraping). * Update customer records, flag unusual activity, and ensure follow-up is done for unresolved cases. * Work closely with the tech and ops teams to escalate technical issues beyond L1. * Maintain detailed logs of actions taken and help improve internal knowledge base. ### Qualifications: * Basic understanding of **APIs**, **dashboards**, and tools like **Stripe** or similar platforms. * Familiarity with **proxies** (residential, ISP, datacenter) and their common use cases. * Comfortable using **Discord**, **Telegram**, and other communication tools. * Good English communication skills (written and verbal). * Fast learner with the ability to follow SOPs and resolve issues independently. * Previous experience in **customer support**, **L1 tech support**, or **SaaS environments** is a plus. ### What We Offer: * Competitive salary and sales commission. Paid in either **USD** or LKR. * Hybrid work opportunities. * A dynamic and supportive team environment. * Opportunities for professional growth and development. * The chance to work in an exciting and rapidly growing industry. For any questions, please email us at **** 🤝 ### Apply Here **Application link:** [**https://dub.sh/L1CSA**](https://dub.sh/L1CSA)