Technical Support Specialist (Tier 1) - Remote

Overview

We’re hiring a Technical Support Specialist (Tier 1) to join our remote team in the U.S. In this entry-level role, you’ll be the first line of support for Conversica customers, providing outstanding service and troubleshooting assistance.

In Short

• Deliver timely and professional support to customers via email, phone, and live chat.
• Troubleshoot and diagnose technical issues related to Conversica’s software.
• Manage, prioritize, and track support tickets using internal systems.
• Escalate complex issues to Tier 2 support.
• Identify recurring issues and share observations with the team.
• Apply product customizations and optimizations.
• Support the knowledge base by documenting common solutions.
• Collaborate with teammates for high-quality customer support.

Requirements

• 1+ years in a SaaS, IT, or Help Desk support role.
• Excellent written and verbal communication skills.
• Strong technical aptitude and problem-solving skills.
• Ability to work independently and prioritize tasks.
• Familiarity with support tools like Zendesk, JIRA, Salesforce.
• Basic understanding of CRMs and marketing platforms.
• Interest in learning foundational SQL concepts.
• High school diploma or equivalent required.
• Willingness to occasionally work weekends or holidays.

Benefits

• Opportunity to gain hands-on experience in the SaaS industry.
• Work with a supportive and collaborative team.
• Flexible work environment.
• Professional development opportunities.