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 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.
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 request, providng timely updates to customers until a resolution is reached or an escalation is needed
- Participate in providing support coverage on recognized holidays 2-3 per year
- Assist with backup coverage for Tier 2 as needed, handling customer inquiries that are escalated by the Tier 1 Support team
Requirements
- 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
- Ability to work independently or work in small teams
- Strong analytical problem-solving abilities
- High School Diploma or equivalent
- 1-2 years of experience in a customer service or helpdesk role
- Experience working in the pet-care industry is a huge plus!
Excited about this role but don’t meet every single requirement? Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
The Company offers a comprehensive employee benefits program, including:
- Medical, dental, and vision insurance options
- 100% Employer paid short/long term disability
- Basic Life -
- 401(k) option with 100% company match
- Flexible paid personal/vacation time built on mutual trust and accountability
- 10 sick days annually
- 10 company paid holidays
- 6 weeks paid parental leave
Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.
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: $38,000 USD per year
Excited about this position but the salary is a little below your expectations? Tell us what you need to make you happy, and we will see if we can make it happen based on how closely your skills and experience fit the qualifications of this position.
Togetherwork is a family of entrepreneurial businesses providing online dashboard solutions (SaaS) to groups and organizations for management, administration, and payments. Its purpose is to help these businesses grow, become more efficient, increase revenue, and provide excellent service to their members and constituents.
Togetherwork’s business lines provide software and payment solutions to a range of groups, including fraternal organizations, museums, nature centers, pet services, universities, and zoos.
At Togetherwork, we are building the leader in Group Management Software and Payments by bringing together companies that connect people with the institutions most important to them. Our group of innovative companies are best-in-class in their respective verticals with strong management teams and commitment to customer service. When you start here, you will find yourself in an environment that is exciting, motivating, challenging, and fun.
Gingr (https://www.gingrapp.com/), part of Togetherwork, is a rapidly growing software company that allows pet daycare, kennel, and grooming business owners to manage their business more efficiently and effectively. Our integrated payments platform allows pet-care businesses to collect payments online, reduce transaction times, and save time and money by eliminating the need to reconcile.
