Tier One Customer Support Specialist

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Requirements:

• Previous experience in a customer support or technical support role, preferably in a SaaS environment.
• Strong problem-solving skills to troubleshoot and resolve basic technical issues.
• Excellent written and verbal communication skills with a customer-centric approach.
• Ability to work independently and collaboratively within a team.
• Familiarity with support ticketing systems and CRM software.
• Basic understanding of SaaS products and related technologies.
• High attention to detail and organizational skills.

Responsibilities:

• Receive, review, and prioritize incoming support tickets.
• Respond to and resolve straightforward technical issues, account inquiries, and usage questions.
• Document and track all interactions in the support ticketing system.
• Identify and escalate complex issues to Tier Two support with documentation.
• Maintain professionalism and inform customers about ticket status.
• Contribute to the knowledge base by documenting new solutions.