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

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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.