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Mid LevelFull-timeRust
Salary Range
$51,000 - $69,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Tier 1 Technical Support Agent to join our team at Total Expert. This role involves responding to user inquiries via live chat, email, and phone, providing troubleshooting support, and serving as a primary liaison between Total Expert and our end users.
Key Responsibilities
- →Troubleshoot customer's product questions or problems via live chat, email, and phone
- →Serve as primary support liaison between Total Expert and end users
- →Document incidents in required tracking systems
- →Proactively keep customers informed of how and when problems are resolved
- →Manage workload to ensure all customer issues are handled in a timely manner
- →Convey customer feedback and escalations to Management
- →Work collaboratively within Support and across other departments to ensure proper handling of customer issues
- →Assist in verifying user-reported issues and communicating to the proper internal channel for resolution
- →Assist in testing resolutions to ensure effectiveness
- →Promote and maintain a high quality, professional, service-oriented company image
- →Take initiative to constantly expand product knowledge within our platform
- →Demonstrate ability to adapt to fluctuation and increase in workload
- →Participate in a Saturday shift following rotation guidelines
Requirements
- ✓Associate degree or equivalent SAAS Business Experience
- ✓Minimum of 2-4 years’ experience in a call center or customer service environment
- ✓Strong collaboration and team building skills
- ✓Excellent problem solving and troubleshooting skills
- ✓Ability to multi-task and adapt to a fast-paced environment
- ✓Good verbal and written communication skills
- ✓Strong attention to detail
- ✓Proficient PC skills with knowledge of various software applications used for troubleshooting, call resolution, and logging
- ✓Excellent time management, decision making, and organizational skills
- ✓Willingness to interact with customers in a professional, productive manner
Benefits
- ★Competitive base salary range of $55,000 - $60,000 annually
- ★Annual discretionary bonus based on company performance
- ★Employee Stock Option Plan
- ★Medical, Dental, Vision Insurance
- ★HSA and FSA
- ★Company paid Life Insurance
- ★Short-Term and Long-Term Disability
- ★Flexible Time-Off (FTO)
- ★Paid Parental Leave
- ★401(k) with employer match
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