Technical Support I – Tier 1
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Job Description
Technical Support I for Reputation's AI-powered platform, assisting customers with technical issues via phone, email, and chat. Collaborating with Tier II support for complex matters.
Responsibilities:
- Serve as the frontline contact for customer issues via phone, email, and chat.
- Resolve routine customer issues from initial contact through resolution using established procedures, seeking guidance when needed.
- Follow established troubleshooting processes to diagnose common customer issues and determine whether escalation is required.
- Triage and escalate more complex problems to Tier II with detailed case notes.
- Maintain accurate records in Salesforce and follow established workflows.
- Educate customers on standard platform functionality using approved documentation and training materials.
- Suggest updates or corrections to knowledge base content as opportunities are identified.
- Collaborate with peers to share knowledge and enhance the customer experience.
Requirements:
- 0–1 years technical support, customer support, or SaaS experience.
- Bachelor’s Degree or equivalent experience.
- Comfortable learning new technologies, navigating multiple systems, and interpreting technical information to support customers effectively.
- Familiarity with Salesforce or similar CRM tools is a plus.
- Comfortable working with Excel or Google Sheets to organize, filter, and analyze data; experience with pivot tables is preferred
- Strong attention to detail and ability to follow troubleshooting steps to resolve routine issues.
- Exceptional written and verbal communication skills, including the ability to explain technical concepts to non-technical users.
- Experience using AI-powered tools, knowledge bases, or self-service resources to solve problems efficiently is a plus.
- Exposure to SQL or database concepts is a plus but not required.
- Ability to investigate customer issues using data and system information is highly valued.
- Use internal documentation, knowledge bases, and approved AI tools to assist with resolving customer issues.
- Familiarity with social media or online reputation tools is a plus.
- Detail-oriented and focused on resolving customer pain points quickly.
- Empathetic and able to translate technical information into everyday language.
- Ability to manage multiple customer issues simultaneously while balancing urgency, accuracy, and customer satisfaction in a high volume, fast moving environment.
- Highly collaborative, eager to learn, and always looking for ways to improve the customer experience.
- Flexible, adaptable, and eager to learn new systems and processes.
Benefits:
- Paid Time Off: Flexible PTO for salary paid employees
- Hourly employees accrue PTO based on tenure & receive 5 sick days annually. Sick days are available day 1. PTO accrues on a per paycheck basis.
- 10 company paid holidays plus 4 “Extended Company Holidays,” which are additional paid days off for the company.
- Multiple medical and dental plan options, plus 100% company paid vision coverage
- 401k available through Fidelity
- Paid Parental Leave for all eligible employees as of day 1 of employment
- Employer paid short and long term disability and life insurance
- Critical Illness, Accident & Hospital Indemnity insurance
- Employee Assistance Program (EAP)
- Access to a wide variety of perks and wellbeing apps: - PerkSpot: Employee discount program - Wellhub (Gym Pass): Access to virtual wellbeing apps, coaching, and gym memberships - Carrot Fertility: Support for fertility, family planning, maternity, parenting, and hormonal health - Omada: Virtual prevention and physical therapy program - Ladder: Supplemental life insurance - SoFi: Financial wellbeing platform with 1:1 advice - Fetch: Pet insurance discount program - Spring Health for Guardian: Virtual mental health support - XP Health for Guardian: Virtual eyewear platform - Rate.com: Mortgage services discount program
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