Job Summary
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 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 Togetherwork and its customers.
Responsibilities
- Receive and respond to customer inquiries via phone and email
- Classify inquiries based on severity and priority
- Investigate and/or resolve inquiries according to knowledge base articles and other reference materials
- Log all incidents and manage ticket tracking system as per departmental standards
- Escalate issues requiring additional expertise, investigation, or troubleshooting to the Tier 2 team
- Accept and retain ownership of request, providing timely updates to customers until a resolution is reached or an escalation is needed
- Participate in providing support coverage on recognized holidays
- Assist with backup coverage for Tier 2 as needed, handling customer inquiries that are escalated by the Tier 1 support team
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
Employee Referral Bonus
This position is eligible for a $1,000 employee referral
Access Referral Form Here
Salary Range Disclosure
The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.
Salary Range
US Remote: $40,000 - $45,000 USD per year
