Customer Support Agent

Summary

Join Togetherwork as a Tier 1 Customer Support Agent and provide front-line support to customers via email, chat, and phone for our pet care software products. Your main focus will be addressing common customer issues and providing product usage guidance. You will resolve problems, escalate complex issues to Tier 2, and maintain service level objectives. Success in this role requires a high sense of urgency, effective escalation, and a commitment to learning about our products and customers. The position offers a competitive salary and benefits package.

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

Responsibilities

• Receive and respond to customer inquiries received via email, chat, and phone
• Classify inquiries based on severity and priority
• Investigate and/or resolve inquiries according to knowledge base articles and other reference materials
• Escalate issues requiring additional expertise, investigation, or troubleshooting to the Tier 2 team
• Accept and retain ownership of requests, providing timely updates to customers until a resolution is reached or an escalation is needed
• Participate in providing support coverage on recognized holidays 2-3 times per year
• Assist with backup coverage for Tier 2 as needed, handling customer inquiries that are escalated by the Tier 1 Support team

Preferred Qualifications

• Experience troubleshooting software issues in a SaaS environment
• Experience working in the pet-care industry is a huge plus

Benefits

• $1,000 employee referral bonus
• Flexible paid vacation/personal time policy
• 6 weeks paid parental leave