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. Address common customer issues, provide "how-to" support, and resolve product or service problems while maintaining service level objectives. Identify and escalate issues requiring advanced troubleshooting to the Tier 2 team. Demonstrate a high sense of urgency, promptly identify escalation needs, and continuously learn about pet care products and customers. This part-time role (15-19.99 hours/week) involves shifts between 5 am and 6 pm MT, Monday-Friday, with occasional weekends. The ideal candidate will possess strong communication and problem-solving skills and experience in a customer support role.

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
• Preference for candidates located in Pacific or Mountain time Zones

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