Tier 1 Customer Support

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Description

• A Tier 1 Customer Support Agent is responsible for providing front-line support to customers via phone and email. • Their primary focus is to address common customer issues and provide “how-to” support for SaaS product usage questions. • They are responsible for resolving product or service problems by clarifying the customer's questions and explaining the best solution. • A strong performer will demonstrate a high sense of urgency in responding quickly and effectively to customer requests. • The Tier 1 agent is 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.

Requirements

• High School Diploma or equivalent • At least 2 years of experience in a SaaS customer support role • Excellent verbal and written communications skills • Outstanding interpersonal and customer care skills, capable of managing relationships while resolving technical issues with empathy and professionalism • Ability to multi-task in a fast paced and constantly evolving environment • Detail-oriented, with excellent organizational skills and ability to manage multiple issues simultaneously • Experience with Jira and Zendesk highly preferred

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