Customer Support Agent

January 1

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Interiors International

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Architecture • Interior design • Project management • General contractor

11 - 50 employees

Founded 1983

Description

• The Tier 1 Customer Support Agent is responsible for providing front-line support to customers via email, chat, and phone for software products. • Their primary focus is to address common customer issues and provide “how-to” support for 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. • A strong performer in this role will demonstrate a high sense of urgency in responding quickly and effectively to customer requests.

Requirements

• High School Diploma or equivalent. • 1-2 years of experience in a customer support or helpdesk role. • Outstanding written and verbal communication skills, including the ability to effectively interact with internal teams, partners, and customers. • Ability to multi-task in a fast-paced and constantly evolving environment. • Self-motivated to gain basic proficiency with new technologies such as Zendesk, Teams, and HubSpot. • Ability to work both independently and in small teams. • Strong analytical problem-solving abilities. • Experience troubleshooting software issues in a SaaS environment (preferred). • Experience working in the pet-care industry is a huge plus (preferred).

Benefits

• This position is eligible for a $1,000 employee referral bonus. • Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.