Tier 1 Customer Support Representative

Summary

Join our team as a Tier 1 Customer Support Representative and play a critical role in delivering exceptional customer experiences. As a key member of our support team, you will be responsible for discovering, triaging, and resolving customer issues, escalating complex cases to our Tier 2 team, and continuously improving the customer experience.

Requirements

• Advocate for the customer experience. Someone that is aware of the customer's pain points with the product and compassionate of frustrations experienced
• Able to adapt to new processes and products. Eager to learn and contribute to resources and communicate ideas
• Has a team-first mentality when working with other members
• Able to work in a fast-paced environment with dynamic requirements and priorities
• Able to exercise judgment within defined procedures to determine appropriate action plans and resolutions
• Attention to detail and commitment to managing problems through resolution
• Working knowledge of CRM and ticketing tools, specifically Salesforce Service Cloud
• Strong organizational and time management skills
• Professional written and verbal communication skills
• One to two years of experience as a technical support professional in a hi-tech or consumer electronics industry
• High School diploma with prior work experience in hi-tech or consumer electronic industry or Associate Degree preferred

Responsibilities

• Provide exceptional omnichannel (voice and email) support to Abient’s multifamily customers
• Meet and exceed established KPIs and performance metrics
• Effectively and efficiently manage ticket queues to comply with current SLA guidelines

Benefits

Health insurance