Tier 1 Technical Support Agent - Remote

Overview

The Tier 1 Technical Support agent is responsible for responding to user inquiries via live chat, email, and phone, serving as a primary liaison between Total Expert and end users in a highly team-oriented environment.

In Short

• Respond to user inquiries via live chat, email, and phone.
• Troubleshoot product questions and issues.
• Document incidents in tracking systems.
• Keep customers informed of problem resolutions.
• Manage workload to ensure timely issue resolution.
• Convey feedback and escalations to management.
• Collaborate with other departments for issue handling.
• Assist in verifying user-reported issues.
• Promote a professional, service-oriented company image.
• Participate in Saturday shifts as required.

Requirements

• Associate degree or equivalent SaaS experience.
• 2-4 years’ experience in customer service or call center.
• Strong collaboration and team building skills.
• Excellent problem-solving and troubleshooting skills.
• Ability to multi-task and adapt to a fast-paced environment.
• Good verbal and written communication skills.
• Strong attention to detail.
• Proficient PC skills with troubleshooting knowledge.
• Exceptional time management and organizational skills.
• Willingness to enhance customer experience.

Benefits

• Base salary range of $55,000 - $65,000 annually.
• Eligible for annual discretionary bonus.
• Participate in Employee Stock Option Plan.
• Comprehensive medical, dental, and vision benefits.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA).
• Company-paid life insurance and disability coverage.
• Flexible Time-Off (FTO) and Paid Parental Leave.
• 401(k) with employer match.