Togetherwork · 1 day ago

Tier 1 Customer Support (Remote- US Based)

Atlanta, GA

Full-time

Remote

Entry Level

$40K/yr - $45K/yr

2+ years exp

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Responsibilities

Receive and respond to customer inquiries via phone and email

Classify inquiries based on severity and priority

Investigate and/or resolve inquiries according to knowledge base articles and other reference materials

Log all incidents and manage ticket tracking system as per departmental standards

Escalate issues requiring additional expertise, investigation, or troubleshooting to the Tier 2 team

Accept and retain ownership of request, providing timely updates to customers until a resolution is reached or an escalation is needed

Participate in providing support coverage on recognized holidays

Assist with backup coverage for Tier 2 as needed, handling customer inquiries that are escalated by the Tier 1 support team

Qualification

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SaaS customer supportJiraZendesk

Required

High School Diploma or equivalent

At least 2 years of experience in a SaaS customer support role

Excellent verbal and written communications skills

Outstanding interpersonal and customer care skills, capable of managing relationships while resolving technical issues with empathy and professionalism

Ability to multi-task in a fast paced and constantly evolving environment

Detail-oriented, with excellent organizational skills and ability to manage multiple issues simultaneously