Customer Support Representative

Summary

Join Togetherwork as a Customer Support Representative and provide Tier 1 support for our SaaS application, handling customer inquiries and troubleshooting issues. This role is designed for growth, with the expectation of transitioning to Tier 2 support within six months, handling escalated issues independently and collaborating with internal teams. You will be responsible for providing prompt resolutions, supporting payment processing inquiries, and participating in the on-call rotation. Success will be measured by your ability to resolve advanced issues, contribute to product improvements, and reduce reliance on Engineering escalations. Training and mentorship will be provided to support your transition to Tier 2 responsibilities.

Requirements

• Bachelor’s degree in Information Systems, Business, or equivalent experience
• 3+ years of experience in customer support, with demonstrated Tier 2 troubleshooting skills
• Strong troubleshooting ability for SaaS applications, integrations, and payment processing systems
• Excellent problem-solving skills and a proactive approach to resolving technical issues
• Strong written and verbal communication skills
• Ability to analyze system behavior and identify underlying technical issues
• Experience documenting solutions, workflows, and best practices for internal and external use
• Comfortable working across teams, including Product Management, Engineering, and leadership
• Ability to manage multiple tasks, prioritize effectively, and work independently
• Strong time and project management skills
• Ability to remain calm under pressure and adapt to evolving customer needs

Responsibilities

• Provide Tier 1 customer support via phone and email, ensuring prompt responses and resolution
• Meet first-response and resolution time SLAs
• Independently troubleshoot advanced technical issues and reduce reliance on escalations
• Support payment processing inquiries, including reconciliation, chargebacks, and point-of-sale terminal issues
• Be part of the off-hours on-call rotation for evenings, weekends and holidays
• Collaborate with Product Management, Engineering, and leadership to resolve complex technical issues
• Document solutions for recurring issues and contribute to an internal knowledge base
• Assist in user acceptance testing for application releases
• Train and educate customers on best practices to increase feature adoption and reduce support dependency
• Identify and suggest improvements for internal processes and product functionality based on customer feedback
• Proactively diagnose system issues beyond standard troubleshooting, providing in-depth analysis and potential fixes
• Act as a technical subject matter expert for internal teams and customers

Preferred Qualifications

• Experience with O365 tools
• Proficiency in Zendesk or similar ticketing systems
• Knowledge of SQL, HTML, or JavaScript is preferred
• Prior experience with Doubleknot or similar SaaS solutions for admissions-based organizations
• Strong analytical thinking and ability to diagnose complex system issues
• A proactive approach to learning and taking on additional responsibilities

Benefits

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401K option with 100% company match
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave
• $1,000 employee referral bonus