Job Summary
A Tier 1 Customer Support Agent is responsible for providing front-line support to customers via email, chat, and phone. Their primary focus is to assist customers during the onboarding process by converting their existing waivers into a reformatted waiver, address common customer issues and provide “how-to” support for product usage questions. They are responsible for resolving product or service problems by clarifying the customer's questions and explaining the best solution to solve a problem while maintaining established Service Level Objectives. The Tier 1 agent is also responsible for identifying product problems and requests that require additional expertise or advanced troubleshooting and escalating those to the Tier 2 team after initial triage and collecting basic information.
A strong performer in this role will demonstrate excellent attention to detail, a high sense of urgency in responding quickly and effectively to customer requests, the ability to promptly identify items that should be escalated, and a continuous desire to learn about our product and its customers.
Responsibilities
- Receive and respond to customer inquiries received via email, chat, and phone
- Classify inquiries based on severity and priority
- Convert documents provided by our customers using our Waiver Editor tools.
- 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
Qualifications
- 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
- Excellent attention to detail
- Self-motivated to gain basic proficiency with new technologies
- Ability to work independently or work in small teams
- Strong analytical problem-solving abilities
Requirements
- High School Diploma
- 1-2 years of experience in a Customer Suppoprt or Helpdesk role
- Zendesk or ticketing system experience preferred.
Employee Referral Bonus
This position is eligible for a $1,000 employee referral
Salary Range Disclosure
The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.
Salary Range
US Remote: $41,000 USD per year
