Technical Customer Suppport- Tier 1 (Remote - US Based)

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💎 Seniority level: Middle, 3+ years

📍 Location: United States

💸 Salary: 50000.0 - 55000.0 USD per year

🔍 Industry: SaaS

🏢 Company: Togetherwork👥 101-250💰 Private 9 months agoSaaS Real Estate Software

🗣️ Languages: English

⏳ Experience: 3+ years

🪄 Skills: SQLAPI testingCommunication SkillsAnalytical SkillsProblem SolvingCustomer serviceRESTful APIsDocumentationTroubleshootingActive listeningTechnical supportCustomer supportSaaS

Requirements:

Bachelor’s degree in Information Systems, Business, or equivalent experience.
3+ years of experience in customer support, with demonstrated Tier 2 troubleshooting skills.
Strong troubleshooting ability for SaaS applications, integrations, and payment processing systems.
Excellent problem-solving skills and a proactive approach to resolving technical issues.
Strong written and verbal communication skills.
Ability to analyze system behavior and identify underlying technical issues.
Experience documenting solutions, workflows, and best practices for internal and external use.
Comfortable working across teams, including Product Management, Engineering, and leadership.
Ability to manage multiple tasks, prioritize effectively, and work independently.
Strong time and project management skills.
Ability to remain calm under pressure and adapt to evolving customer needs.

Responsibilities:

Provide Tier 1 customer support via phone and email, ensuring prompt responses and resolution.
Meet first-response and resolution time SLAs.
Independently troubleshoot advanced technical issues and reduce reliance on escalations.
Support payment processing inquiries, including reconciliation, chargebacks, and point-of-sale terminal issues.
Be part of the off-hours on-call rotation for evenings, weekends and holidays.
Collaborate with Product Management, Engineering, and leadership to resolve complex technical issues.
Document solutions for recurring issues and contribute to an internal knowledge base.
Assist in user acceptance testing for application releases.
Train and educate customers on best practices to increase feature adoption and reduce support dependency.
Identify and suggest improvements for internal processes and product functionality based on customer feedback.
Proactively diagnose system issues beyond standard troubleshooting, providing in-depth analysis and potential fixes.
Act as a technical subject matter expert for internal teams and customers.

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