Part-Time Part Time Tier 1 Support Agent

Job Summary The Tier 1 Customer Support Agent provides front-line support to customers via email, chat, and phone for software products within Togetherwork's Pet Care vertical. Focuses on addressing common customer issues and providing "how-to" support for product usage.

Responsibilities

• Receive and respond to customer inquiries via email, chat, and phone
• Classify inquiries by severity and priority
• Investigate and resolve inquiries using knowledge base articles
• Escalate complex issues to the Tier 2 team
• Maintain ownership of requests until resolution or escalation
• Provide support coverage on holidays
• Handle escalated inquiries from Tier 1 team

Requirements

• High School Diploma or equivalent
• 1-2 years of customer support experience
• Strong written and verbal communication skills
• Ability to multi-task and work in a fast-paced environment
• Self-motivated to learn new technologies (Zendesk, Teams, HubSpot)
• Strong problem-solving skills

Preferred Experience

• Troubleshooting software issues in a SaaS environment
• Experience in the pet care industry
• Pacific or Mountain Time Zone

Benefits

• Comprehensive employee benefits program

Salary Range: $41,000 USD per year (US Remote)

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