Customer Support Agent

6 days ago

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Togetherwork

WebsiteLinkedInAll Job Openings

201 - 500 employees

☁️ SaaS

🤝 Non-profit

💸 Finance

Description

• Candidates in the MST or PST time zones are preferred. • The Tier 1 Customer Support Agent is responsible for providing front-line support to customers via email, chat, and phone for software products within Togetherwork's Pet Care vertical. • 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, the ability to promptly identify items that should be escalated, and a continuous desire to learn about our pet care products and customers. • Responsibilities include receiving and responding to customer inquiries, classifying inquiries based on severity and priority, investigating and/or resolving inquiries according to knowledge base articles, escalating issues requiring additional expertise, accepting and retaining ownership of requests, providing timely updates to customers, participating in support coverage on holidays, and assisting with backup coverage for Tier 2 as needed.

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

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