Evergreen- Tier 1 Support Agent (Remote- US Based)

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Requirements:

• Outstanding written and verbal communication skills.
• Ability to multi-task in a fast-paced and constantly evolving environment.
• Self-motivated to gain basic proficiency with new technologies.
• Ability to work independently or in small teams.
• Strong analytical problem-solving abilities.
• High School Diploma or equivalent.
• 1-2 years of experience in a customer service or helpdesk role.
• Experience working in the pet-care industry is a huge plus.

Responsibilities:

• Receive and respond to customer inquiries received via email, chat, and phone.
• Classify inquiries based on severity and priority.
• Investigate and/or resolve inquiries according to knowledge base articles and other reference materials.
• Escalate issues requiring additional expertise, investigation, or troubleshooting to the Tier 2 team.
• Accept and retain ownership of request, providing timely updates to customers until a resolution is reached or an escalation is needed.
• Participate in providing support coverage on recognized holidays 2-3 per year.
• Assist with backup coverage for Tier 2 as needed.