Customer Support Specialist – Tier 1

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage incoming phone calls and a high volume of support tickets across all communication channels.

• Address basic product inquiries related to feature usage, navigation, account settings, user management, and access problems.

• Assess and direct tickets to Tier 2 for process and configuration matters, or Tier 3 for technical and integration challenges.

• Record each interaction in the ticketing system with thorough and clear notes.

• Achieve target response and resolution times while ensuring high customer satisfaction levels.

• Detect gaps and ambiguous documentation in the knowledge base and notify Tier 4 for updates to runbooks.

• Adjust to changes while promoting client usability, adoption, and outstanding customer service.

• Report directly to the Customer Support Manager.

⛳️ Requirements

• Minimum of 1 year in customer service, technical support, help desk, or a similar client-facing position.

• Excellent written and verbal communication abilities.

• Comfortable adhering to documented procedures and utilizing ticketing systems.

• Quick to learn new software and product concepts.

• Self-motivated individual with a natural curiosity and drive to find solutions.

• Good judgment to identify ticket types and route them appropriately.

• Must be authorized to work in the United States.

• Bonus: Experience in SaaS support.

• Bonus: Familiarity with the automotive or service industry.

• Bonus: Knowledge of A.I. tools or comfort using A.I. assistants for research and documentation enhancement.

🏝️ Benefits

• Medical/Dental/Vision coverage.

• Flexible Spending Account.

• 401K Match.

• Flexible Paid Time Off (PTO).