Tier 1 Support Agent

Summary

Join Togetherwork as a Tier 1 Customer Support Agent and provide front-line support to customers via email, chat, and phone for software products within the Pet Care vertical. You will address common customer issues, provide product usage support, and resolve product or service problems by clarifying customer questions and explaining solutions. You will also identify product problems and requests requiring escalation to the Tier 2 team. A strong performer will demonstrate a high sense of urgency, the ability to identify items for escalation, and a continuous desire to learn about pet care products and customers.

Requirements

• High School Diploma or equivalent
• 1-2 years of experience in a customer support or helpdesk role
• Outstanding written and verbal communication skills, including the ability to effectively interact with internal teams, partners, and customers
• Ability to multi-task in a fast-paced and constantly evolving environment
• Self-motivated to gain basic proficiency with new technologies such as Zendesk, Teams, and HubSpot
• Ability to work both independently and in small teams
• Strong analytical problem-solving abilities

Responsibilities

• Receive and respond to customer inquiries received via email, chat, and phone
• Classify inquiries based on severity and priority
• Investigate and/or resolve inquiries according to knowledge base articles and other reference materials
• Escalate issues requiring additional expertise, investigation, or troubleshooting to the Tier 2 team
• Accept and retain ownership of requests, providing timely updates to customers until a resolution is reached or an escalation is needed
• Participate in providing support coverage on recognized holidays 2-3 times per year
• Assist with backup coverage for Tier 2 as needed, handling customer inquiries that are escalated by the Tier 1 Support team

Preferred Qualifications

• Experience troubleshooting software issues in a SaaS environment
• Experience working in the pet-care industry is a huge plus

Benefits

• This position is eligible for a $1,000 employee referral
• Discretionary bonuses
• Long term incentives
• A flexible paid vacation/personal time policy
• 6 weeks paid parental leave