ApplyTechnical 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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