Tier 1 Support Technician

A Tier 1 Support Technician is responsible for providing quality and efficient customer service to new and existing customers.

Duties are to resolve product or service problems by clarifying the customer's questions; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

As a Tier 1 Support Technician, you will: * Answer inbound calls from customers.

* Make outbound calls to customers.

* Field and respond to chats and emails.

* Use CRM software to track customer cases and tickets until resolution.

* Maintain customer records by updating account information.

* Maintain product knowledge to improve performance and skill set.

* Ensure customer success and satisfaction in a friendly and courteous manner.

* Meet or exceed established performance requirements.

* Engage in customer success and customer advocacy.

* Assist fellow team members and other departments.

* Contribute to team effort by ensuring the highest possible level of customer satisfaction.

* Comprehend and diagnose customers' needs through high-level problem-solving.

* Perform other duties as assigned.

You are a strong fit for this role if you have: * High school diploma or equivalent.

* Bachelor's degree in Business, MIS or related field or equivalent experience preferred but not required.

* Ability to communicate clearly and concisely.

* Strong interpersonal and relationship skills.

* A high level of customer empathy.

* Ability to prioritize workload.

* Ability to demonstrate adaptability and flexibility in work products.

* Ability to remain professional when under pressure.

* Sound decision making and judgment.

* An understanding of when to escalate issues.

* Accountable and results-focused.

* Displays core values when working with customers and peers.

* Completed and passed Basic Product and Positional Training.

Benefits: * Competitive salary based on experience * 20 days PTO and 13 days of companywide holidays * 8 hours to volunteer and impact your community * Comprehensive benefits (Health/Dental/Vision/401K) * The work/life set up you need to be successful.