Reputation · 2 months ago
Technical Support Specialist (Tier 1)
Scottsdale, AZ
Full-time
Hybrid
New Grad, Entry Level
0+ years expReputation is a leading platform that leverages AI to help companies manage their reputation across various customer feedback channels. The Technical Support Specialist will serve as the first point of contact for users, resolving issues and ensuring customer satisfaction while contributing to product and documentation improvements.
AnalyticsEnterprise SoftwareInternetReputationSaaSSEOSocial Media
Responsibilities
Serve as the frontline contact for customer issues via phone, email, and chat
Troubleshoot and resolve basic to moderately complex issues using internal documentation
Triage and escalate more complex problems to Tier II with detailed case notes
Maintain documentation accuracy and quality within Salesforce
Educate customers on platform features and best practices
Contribute to support knowledge base content and improvements
Qualification
Required
0–2 years technical support, customer support, or SaaS experience
Ability to work a hybrid work schedule: 2 days in office on Tuesday and Wednesday (subject to change)
Strong verbal and written communication skills
Basic Excel knowledge and comfort with technical documentation
Detail-oriented and focused on resolving customer pain points quickly
Empathetic and able to translate technical information into everyday language
Thrives in high-volume, fast-moving environments
Highly collaborative, eager to learn, and always looking for ways to improve the customer experience
Flexible, adaptable, and willing to take initiative
Preferred
Experience with Salesforce or similar CRM tools, strongly preferred
Familiarity with social media or online reputation tools is a plus
Benefits
Flexible PTO for salary paid employees
Hourly employees accrue PTO based on tenure & receive 5 sick days annually. Sick days are available day 1. PTO accrues on a per paycheck basis.
10 company paid holidays plus 4 “Extended Company Holidays,” which are additional paid days off for the company.
Multiple medical and dental plan options, plus 100% company paid vision coverage
401k available through Fidelity
Paid Parental Leave for all eligible employees as of day 1 of employment
Employer paid short and long term disability and life insurance
Critical Illness, Accident & Hospital Indemnity insurance
Employee Assistance Program (EAP)
Access to a wide variety of perks and wellbeing apps:
PerkSpot: Employee discount program
Wellhub (Gym Pass): Access to virtual wellbeing apps, coaching, and gym memberships
Carrot Fertility: Support for fertility, family planning, maternity, parenting, and hormonal health
Omada: Virtual prevention and physical therapy program
Ladder: Supplemental life insurance
SoFi: Financial wellbeing platform with 1:1 advice
Fetch: Pet insurance discount program
Spring Health for Guardian: Virtual mental health support
XP Health for Guardian: Virtual eyewear platform
Rate.com: Mortgage services discount program
Company
Reputation
Reputation empowers companies to fulfill their brand promise by managing their reputation performance in real-time – everywhere.
501-1000 employees
H1B Sponsorship
Reputation has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (8)
2023 (7)
2022 (19)
2021 (5)
2020 (10)
Funding
Current Stage
Late StageTotal Funding
$210.63MKey Investors
Marlin Equity PartnersRC CapitalAscension Ventures
2022-01-25Private Equity· $150M
2019-08-20Series C· $34.9M
2018-02-02Series B· $3.8M
Leadership Team
Joe Burton
Chief Executive Officer
Scott Barmmer
Chief Revenue Officer
Recent News
2025-09-28
Destination CRM
2025-09-12
Company data provided by crunchbase