Part Time Tier 1 Support Agent (Remote- US Based)

Job Summary

The Tier 1 Customer Support Agent is responsible for providing front-line support to customers via email, chat, and phone for software products within The promise Hospice Inc. Their primary focus is to address common customer issues and provide "how-to" support for product usage questions. They are responsible for resolving product or service problems by clarifying the customer's questions and explaining the best solution to solve a problem while maintaining established Service Level Objectives. The Tier 1 agent is also responsible for identifying product problems and requests that require additional expertise or advanced troubleshooting and escalating those to the Tier 2 team after initial triage and collecting basic information.

A strong performer in this role will demonstrate a high sense of urgency in responding quickly and effectively to customer requests, the ability to promptly identify items that should be escalated, and a continuous desire to learn about our pet care products and customers.

This is a part time role ranging from 15-19.99 hours per week. Shifts can range anywhere from 5am MT to 6pm MT Monday through Friday with occasional weekends.

Responsibilities

Receive and respond to customer inquiries received via email, chat, and phone

Classify inquiries based on severity and priority

Investigate and/or resolve inquiries according to knowledge base articles and other reference materials

Escalate issues requiring additional expertise, investigation, or troubleshooting to the Tier 2 team

Requirements

High School Diploma or equivalent

1-2 years of experience in a customer support or helpdesk role

Outstanding written and verbal communication skills, including the ability to effectively interact with internal teams, partners, and customers

Ability to multi-task in a fast-paced and constantly evolving environment

Self-motivated to gain basic proficiency with new technologies such as Zendesk, Teams, and HubSpot

The Company offers a comprehensive employee benefits program, including:

Employee Assistance Program

Wellness Benefits & Engagement Platform