Customer Support Specialist (Tier 1)
New
A
AutoVitalsSaaS / Automotive
United StatesFull-TimeEntry
Salary24 - 26.44 USD per hour
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Job Details
- Experience
- 1+ years
- Required Skills
- Customer serviceDocumentationTechnical support
Requirements
- 1+ years in customer service, technical support, help desk, or similar customer-facing role
- Strong written and verbal communication skills
- Comfort following documented processes
- Experience using ticketing tools
- Ability to come up to speed quickly on new software and product concepts
- Self-starter who is naturally curious and motivated to find solutions
- Sound judgment to recognize ticket type and route appropriately
Responsibilities
- Handle incoming phone calls and a high volume of support tickets across all channels
- Resolve basic product questions including feature use, navigation, account settings, user management, and access issues
- Triage and route incoming tickets to Tier 2 or Tier 3 teams based on ticket type
- Document every interaction in the ticketing system with clear, complete notes
- Meet target response and resolution times while maintaining a high level of customer satisfaction
- Identify gaps in the knowledge base and flag them for updates
- Ensure alignment with company goals of increasing client usability and adoption
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