Product Support Tier 1

Summary

Join Securly, a leading EdTech company, as a Tier 1 Support specialist and be the first point of contact for customer inquiries. You will provide technical assistance to K-12 school districts, troubleshooting and resolving technical issues via phone, chat, and email. This fully remote position requires excellent communication and problem-solving skills. You will manage inbound calls, voicemails, and tickets, escalating issues when necessary. Securly offers a competitive compensation package and a comprehensive benefits program. This role is ideal for individuals seeking to build foundational technical skills in computer networking and security.

Requirements

Comfortable working Monday to Friday, 8 am to 5 pm Pacific time zone, with flexibility to handle high call/ticket volumes

Responsibilities

• Serve as the first point of contact for customer inquiries through phone, chat, and email
• Provide prompt and accurate first-line support, troubleshooting, and resolution for a variety of technical issues
• Handle all incoming tickets from the new queue
• Escalate unresolved issues to Tier 2 or other appropriate teams within SLA times, with proper documentation and communication
• Update customer tickets with detailed notes on troubleshooting steps taken, status, and next actions
• Maintain a high level of customer satisfaction through professional, courteous, and empathetic communication
• Contribute to internal documentation and knowledge-sharing efforts to improve overall team efficiency
• Remain in the ticket queue throughout your shift, handling calls as they come in unless there is a ticket backlog
• Address voicemails promptly and work through them in the order received
• Ensure all tickets are addressed, escalating appropriately when necessary

Preferred Qualifications

• 1+ years of experience in product support, technical support, service desk, or help desk role is preferred
• Basic understanding of IT, networking, and systems, with a willingness to learn more advanced concepts
• Strong troubleshooting skills and a passion for problem-solving
• Excellent communication skills, with the ability to explain technical concepts to non-technical customers
• Ability to work in a fast-paced environment and handle multiple tasks efficiently
• Comfortable working Monday to Friday, 8 am to 5 pm Pacific time zone, with flexibility to handle high call/ticket volumes
• Technical certifications or coursework in IT/networking/security are beneficial but not required

Benefits

• Competitive Compensation : Robust salary structure complemented by performance incentives
• Health and Financial Wellness : Comprehensive health, dental, and vision insurance, with a 401(k) match
• Parental Leave : 12 weeks of fully paid parental leave
• Work-Life Balance : unlimited time off vacation plan, paid holidays, summer Friday half-days, and a full week of paid leave at year-end
• Professional Development : $1,000 annual stipend to support your growth
• Remote-First Culture : Flexibility to work where you are most productive