Tier One Customer Support Specialist - Remote

Overview

As a Tier One Customer Support Specialist, you will be the first point of contact for our customers seeking assistance. Your primary responsibility will be to intake support tickets, provide prompt and effective solutions for simpler issues, and escalate more complex cases to our Tier Two support team. You will play a crucial role in ensuring a positive customer experience and maintaining high customer satisfaction.

In Short

• Intake and prioritize incoming support tickets.
• Resolve straightforward technical issues and account inquiries.
• Document all interactions in the support ticketing system.
• Escalate complex issues to Tier Two support agents.
• Maintain professionalism and empathy in customer interactions.
• Keep customers informed about their support ticket status.
• Contribute to the knowledge base by documenting solutions.
• Provide feedback on recurring issues to management.
• Work in multiple time zones to provide 24/7 support.
• Collaborate with the support team to improve processes.

Requirements

• Previous experience in customer or technical support, preferably in SaaS.
• Strong problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a team.
• Familiarity with support ticketing systems and CRM software.
• Basic understanding of SaaS products.
• High attention to detail and organizational skills.

Benefits

• Opportunity to work remotely.
• Be part of a growing and profitable company.
• Engage with a diverse customer base.
• Contribute to a positive company culture.
• Continuous learning and development opportunities.