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

Posted about 11 hours agoViewed

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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 agoSaaSReal EstateSoftware

🗣️ 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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