Senior Tier 1 Technical Support - Remote

Overview

The Senior Tier 1 Technical Support role involves responding to user inquiries and providing assistance with product-related questions and issues in a team-oriented environment.

In Short

• Troubleshoot client product questions via live chat, email, and phone.
• Provide accurate processing of customer inquiries.
• Assist in training new support staff.
• Document incidents in tracking systems.
• Manage workload to ensure timely issue resolution.
• Convey customer feedback to support leadership.
• Work collaboratively with other departments.
• Function as Subject Matter Expert for escalation issues.
• Participate in Saturday shifts as per rotation guidelines.
• Take initiative to expand product knowledge.

Requirements

• Associate degree or equivalent SaaS business experience.
• 2-4 years of experience in customer service or call center.
• Strong collaboration and team-building skills.
• Excellent problem-solving and troubleshooting skills.
• Good verbal and written communication skills.
• Strong attention to detail.
• Proficient PC skills with knowledge of troubleshooting software.
• Excellent time management and organizational skills.
• Willingness to interact professionally with customers.

Benefits

• Annual salary range of $65,000 - $75,000.
• Eligibility for annual discretionary bonus.
• Participation in Employee Stock Option Plan.
• Medical, Dental, Vision benefits.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA).
• Company paid Life Insurance.
• Short-Term and Long-Term Disability.
• Flexible Time-Off (FTO).
• Paid Parental Leave.
• 401(k) with employer match.