L1 Customer Support Representative
New
UK, US, or Canada (Remote)Full-TimeEntry
Salary not disclosed
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Job Details
- Experience
- 1–3+ years
- Required Skills
- Communication SkillsTroubleshootingTechnical supportCustomer supportSaaS
Requirements
- 1–3+ years in a customer-facing support, service, or success role (SaaS or technology environments preferred).
- Curiosity, detail orientation, and a solutions mindset.
- Positive, customer-first attitude with excellent written and verbal communication skills.
- Systems thinking ability to identify patterns, process improvements, and automation opportunities.
- Comfort with ticketing systems, knowledge bases, and modern SaaS applications.
- Self-starter who can work independently in a remote environment.
Responsibilities
- Triage and resolve omni-channel support requests (email, portal, chat, phone) against SLAs.
- Leverage the knowledge base, documentation, and internal tooling to deliver fast, relevant, and accurate responses.
- Escalate complex issues with complete context so downstream teams can move quickly.
- Draft, edit, and maintain knowledge base articles, FAQs, and how-to content.
- Identify patterns, process gaps, and automation opportunities—and help implement them.
- Partner with the Support Leader on projects that improve first line support and the overall customer experience.
- Collaborate cross-functionally with Implementations, Training, Customer Success, Product, and Engineering.
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