Tier 1 Support Technician

A Tier 1 Support Technician is responsible for providing quality and efficient customer service to new and existing customers. Duties are to resolve product or service problems by clarifying the customer’s questions; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

As a Tier 1 Support Technician, you will:

• Answer inbound calls from customers.
• Make outbound calls to customers.
• Field and respond to chats and emails.
• Use CRM software to track customer cases and tickets until resolution.
• Maintain customer records by updating account information.
• Maintain product knowledge to improve performance and skill set.
• Ensure customer success and satisfaction in a friendly and courteous manner.
• Meet or exceed established performance requirements.
• Engage in customer success and customer advocacy.
• Assist fellow team members and other departments.
• Contribute to team effort by ensuring the highest possible level of customer satisfaction.
• Comprehend and diagnose customers’ needs through high-level problem-solving.
• Perform other duties as assigned.

You are a strong fit for this role if you have:

• High school diploma or equivalent.
• Bachelor’s degree in Business, MIS or related field or equivalent experience preferred but not required.
• Ability to communicate clearly and concisely.
• Strong interpersonal and relationship skills.
• A high level of customer empathy.
• Ability to prioritize workload.
• Ability to demonstrate adaptability and flexibility in work products.
• Ability to remain professional when under pressure.
• Sound decision making and judgment.
• An understanding of when to escalate issues.
• Accountable and results-focused.
• Displays core values when working with customers and peers.
• Completed and passed Basic Product and Positional Training.

Benefits:

• Competitive salary based on experience
• 20 days PTO and 13 days of companywide holidays
• 8 hours to volunteer and impact your community
• Comprehensive benefits (Health/Dental/Vision/401K)
• The work/life set up you need to be successful.