Tier 1 Customer Support

Summary

Join Togetherwork as a Tier 1 Customer Support Agent and provide front-line support to customers via phone and email, addressing common issues and offering 'how-to' guidance for our SaaS product. 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. The position offers a competitive salary and benefits package. Responsibilities include receiving and responding to customer inquiries, classifying inquiries by severity, investigating and resolving issues, logging incidents, escalating complex problems, and providing timely updates to customers. The ideal candidate possesses excellent communication and interpersonal skills, along with experience in a SaaS customer support role.

Requirements

• High School Diploma or equivalent
• At least 2 years of experience in a SaaS customer support role
• Excellent verbal and written communications skills
• Outstanding interpersonal and customer care skills, capable of managing relationships while resolving technical issues with empathy and professionalism
• Ability to multi-task in a fast paced and constantly evolving environment
• Detail-oriented, with excellent organizational skills and ability to manage multiple issues simultaneously

Responsibilities

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

Preferred Qualifications

Experience with Jira and Zendesk

Benefits

• $1,000 employee referral bonus
• Discretionary bonuses
• Long term incentives
• Flexible paid vacation/personal time policy
• 6 weeks paid parental leave