Customer Support Specialist (Tier 1)

Responsibilities

• Handle inbound support requests across all channels, resolving common product questions, and routing more complex issues to the right specialist on the team.
• Resolve basic product questions including feature use, navigation, account settings, user management, and access issues.
• Triage and route incoming tickets to Tier 2 (process and configuration issues) or Tier 3 (technical and integration issues) based on ticket type.
• Document every interaction in the ticketing system with clear, complete notes that allow downstream tiers to pick up where you left off.
• Maintain target response and resolution times on standard tickets while maintaining high levels of customer satisfaction.
• Identify gaps and unclear documentation in the knowledge base and flag them to Tier 4 for runbook updates.
• Adapt to change and ensure alignment with company goals: increasing client usability and adoption while delivering exceptional customer service.

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 and 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.

Salary and Benefits

Full Time, Hourly: $24.00 - $26.44/hr. Pay rate to be determined based on factors including but not limited to geographic location, skills, education, and/or experience.

Benefits: Medical/Dental/Vision, Flexible Spending Account, 401K Match, Unlimited PTO