Full-Time Tier 1 Customer Support

Job Summary A Tier 1 Customer Support Agent is responsible for providing front-line support to customers via phone and email. Their primary focus is to address common customer issues and provide "how-to" support for SaaS product usage questions. They are responsible for resolving product or service problems by clarifying the customer's questions and explaining the best solution to solve a problem while maintaining established Service Level Objectives. The Tier 1 agent is also responsible for identifying product problems and requests that require additional expertise or advanced troubleshooting and escalating those to the Tier 2 team after initial triage and collecting basic information.

Responsibilities

• Receive and respond to customer inquiries via phone and email
• Classify inquiries based on severity and priority
• Investigate and/or resolve inquiries according to knowledge base articles and other reference materials
• Log all incidents and manage ticket tracking system as per departmental standards
• Escalate issues requiring additional expertise, investigation, or troubleshooting to the Tier 2 team
• Accept and retain ownership of requests, providing timely updates to customers until a resolution is reached or an escalation is needed
• Participate in providing support coverage on recognized holidays
• Assist with backup coverage for Tier 2 as needed, handling customer inquiries that are escalated by the Tier 1 support team

Requirements

• High School Diploma or equivalent
• At least 2 years of experience in a SaaS customer support role
• Excellent verbal and written communication skills
• Outstanding interpersonal and customer care skills, capable of managing relationships while resolving technical issues with empathy and professionalism
• Ability to multi-task in a fast-paced and constantly evolving environment
• Detail-oriented, with excellent organizational skills and ability to manage multiple issues simultaneously
• Experience with Jira and Zendesk highly preferred

Salary Range US Remote: $40,000 - $45,000 USD per year

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