Tier 1 Technical Support Specialist - Remote

Overview

This role is responsible for providing technical support to users via live chat, email, and phone, ensuring a high level of customer satisfaction and product adoption.

In Short

• Troubleshoot client product questions via live chat, email, and phone.
• Serve as the primary support liaison between Total Expert and end users.
• Document incidents in required tracking systems.
• Keep customers informed of problem resolutions.
• Manage workload to ensure timely resolution of issues.
• Convey customer feedback to management.
• Collaborate with other departments for issue resolution.
• Verify user-reported issues and assist in testing resolutions.
• Maintain a professional, service-oriented image.
• Participate in a Saturday shift as needed.

Requirements

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

Benefits

• Base salary range of $55,000 - $65,000 annually.
• Eligible for an annual discretionary bonus.
• Participation in the 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) and Paid Parental Leave.
• 401(k) with employer match.