Remote Product Support Tier 1

Summary

Join Securly as a Tier 1 Technical Support Engineer and be the frontline for their support services, delivering exceptional customer service and technical assistance to K-12 School Districts.

Requirements

• 1+ year of experience in a product support, technical support, 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 - 5 pm GMT/BST, 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

Benefits

• Base salary up to £40,000
• Company-sponsored pension scheme
• Generous annual leave
• ��1,000 annual professional development stipend
• Remote-first work environment
• Mental health and wellness resources