Customer Support Specialist - Tier 1

About the role

We are seeking a detail-oriented and customer-focused Support Specialist (Tier 1, IC1) to join our team. In this role, you will be responsible for handling inbound customer inquiries via email, text, chat, and phone calls while ensuring timely and effective resolution of support tickets. You will be the first point of contact for customers, assisting with troubleshooting, answering general questions and escalating complex issues as needed. The ideal candidate has experience working in JIRA and handling inquiries in a call and chat queue in a fast-paced support environment. Strong communication skills, problem-solving abilities, and a customer-first mindset are essential for success in this role.

Qualifications and Skills

• 1+ years of experience in a customer support or help-desk role, preferably in a Tier 1 capacity.
• Experience using support platforms such as Jira and Intercom.
• Experience working with basic technical tools.
• Ability to multitask and manage multiple tickets in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
• Excellent verbal and written communication skills.
• Ability to remain patient and professional in challenging customer interactions.
• Experience working within a call and chat queue.
• Availability to work flexible schedules, including shifts that may not follow a Monday-Friday schedule (e.g., Tuesday-Saturday or Friday-Tuesday).
• Basic technical troubleshooting experience is a plus. Resolving issues such as password resets, connectivity issues, clearing cache and restarting etc.

Benefits

• 100% Employer Covered Health Care Plan for you and your family (Medical, Dental and Vision)
• Retailment Plan (We offer a 401k with 4% company match)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Unlimited Flex PTO, Flexible Sick Leave and 11 National Holidays)
• Parental Leave for both caregivers
• Work From Home (fully remote team)
• Stock Option Plan
• Learning & Development Opportunities