Tier 1 Customer Support Agent - Remote

Overview

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.

In Short

• 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 request, 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 communications 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

Benefits

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with 100% company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave
• Pet Insurance
• Medical Travel Benefits
• Infertility Benefits
• Teladoc
• Employee Assistance Program
• Wellness Benefits & Engagement Platform