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 SaaS product usage guidance. You will resolve problems, escalate complex issues to Tier 2, and maintain service level objectives. Success in this role involves quick responses, effective escalation, and a commitment to learning. The position requires a high school diploma or equivalent, at least two years of SaaS customer support experience, and excellent communication and interpersonal skills. Togetherwork offers a comprehensive benefits package, including medical, dental, vision, paid time off, parental leave, and more.

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

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with 100% company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave
• Pet Insurance
• Medical Travel Benefits
• Infertility Benefits
• Teladoc
• Employee Assistance Program
• Wellness Benefits & Engagement Platform