Tier I Support Representative

About the role

As a Tier I Technical Support Representative at akoyaGO you’ll report to the Manager of Support Services. You’ll play a vital role in ensuring client success by delivering timely, accurate, and friendly service, collaborating with internal teams to address client needs, answer inquiries, offer improvements, and troubleshoot issues. The role provides exposure to a variety of Microsoft 365 platforms, including MS Dynamics 365 CRM, Business Central, Power Apps, Power Automate, Power BI, SharePoint Online, and other Microsoft 365 applications.

Responsibilities

• Resolve basic issues related to akoyaGO solutions efficiently and with a friendly approach.
• Collaborate with cross‑functional teams in a solution‑focused manner, emphasizing clear communication, effective troubleshooting, and customer‑centric outcomes.
• Create and publish instructional content to enhance self‑service resources for clients.
• Maintain detailed notes, document activities, and manage cases clearly and actionably for teammates and clients.
• Stay current on akoyaGO product enhancements, releases, and functionality changes.
• Ensure timely client follow‑up on open cases and expedite resolution to meet customer expectations.
• Act as the primary client‑facing point of contact for virtual meetings, in‑person events, phone calls, and email communications.
• Support clients with empathy and clarity, de‑escalating issues and maintaining positive relationships.
• Proactively identify opportunities to reduce recurring issues by submitting product suggestions, documentation requests, and contributing to training initiatives such as webinars, on‑site trainings, and user conferences.
• Escalate complex issues to the Manager of Support Services or Account Management Team when necessary.
• Explain the distinction between support and billable new work, facilitate smooth transitions to Tier II/III teams, create estimates, obtain client approval, execute work, and record accurate time entries for invoicing.

Qualifications

• Excellent verbal and written communication skills with a strong commitment to client satisfaction.
• Strong client service and time‑management abilities to handle multiple concurrent tasks and deadlines.
• Ability to explain technical issues to both technical and non‑technical audiences.
• Keen attention to detail to ensure accuracy while meeting time‑sensitive requirements.
• Quick learner of new software functions and features; asks appropriate questions to increase domain knowledge.
• Proficiency with Microsoft 365 applications; familiarity with Microsoft Dynamics 365 CRM, Power Platform, or Business Central is a plus.
• Experience in customer service and problem‑solving is preferred.

Pay

$40,000 – $52,000 per year, depending on experience and qualifications.

Benefits

• Health, disability, and life insurance
• Retirement plan matching
• Paid time off
• Professional development opportunities

Schedule

Four‑day work week.

Location

Remote‑eligible position open to candidates residing and authorized to work in the United States.

Culture

AkoyaGO is a remote‑first team that values trust, teamwork, positivity, initiative, customer‑centricity, and solution‑focused impact. The team is composed of people who care about community impact, enjoy problem‑solving, and strive to push the needle in the SaaS industry. We prioritize work‑life balance, promote from within, and offer growth opportunities to keep team members challenged and valued.