Tier 1 Customer Support Agent - Remote

Overview

The Tier 1 Customer Support Agent is responsible for providing front-line support to customers via email, chat, and phone for software products within Togetherwork's Pet Care vertical. Their primary focus is to address common customer issues and provide “how-to” support for product usage questions.

In Short

• Provide front-line support via email, chat, and phone.
• Address common customer issues and provide product usage support.
• Resolve product or service problems by clarifying customer questions.
• Identify and escalate issues requiring advanced troubleshooting.
• Maintain established Service Level Objectives.
• Participate in holiday support coverage.
• Assist with backup coverage for Tier 2 support as needed.

Requirements

• High School Diploma or equivalent.
• 1-2 years of experience in customer support or helpdesk role.
• Outstanding written and verbal communication skills.
• Ability to multi-task in a fast-paced environment.
• Self-motivated to learn new technologies.
• Ability to work independently and in small teams.
• Strong analytical problem-solving abilities.

Benefits

• Medical, dental, and vision insurance options.
• 100% Employer paid short/long term disability.
• 401(k) option with 100% company match up to 4%.
• Flexible paid personal/vacation time.
• 10 sick days annually.
• 10 company paid holidays.
• 6 weeks paid parental leave.
• Pet Insurance.
• Wellness Benefits & Engagement Platform.