Hybrid Technical Support Specialist, Tier 1

at Reputation

• Job title: Technical Support Specialist, Tier 1
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Scottsdale, United States

About the role

• Technical Support Specialist resolving customer inquiries and providing assistance with Reputation's platform. Handling front-line support issues via phone, email, and chat in a high-volume environment.

Responsibilities

• Serve as the frontline contact for customer issues via phone, email, and chat.
• Troubleshoot and resolve basic to moderately complex issues using internal documentation.
• Triage and escalate more complex problems to Tier II with detailed case notes.
• Maintain documentation accuracy and quality within Salesforce.
• Educate customers on platform features and best practices.
• Contribute to support knowledge base content and improvements.

Requirements

• 0–2 years technical support, customer support, or SaaS experience.
• Ability to work a hybrid work schedule: 2 days in office on Tuesday and Wednesday (subject to change).
• Strong verbal and written communication skills.
• Experience with Salesforce or similar CRM tools, strongly preferred.
• Basic Excel knowledge and comfort with technical documentation.
• 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.
• Thrives in high-volume, fast-moving environments.
• Highly collaborative, eager to learn, and always looking for ways to improve the customer experience.
• Flexible, adaptable, and willing to take initiative.

Benefits

• Flexible working arrangements.
• Career growth with paid training tuition opportunities.
• Active Employee Resource Groups (ERGs) to engage with.
• An equitable work environment.
• Health, dental and vision insurance.
• 401k.
• Paid Parental Leave for all eligible employees as of day 1 of employment.
• Employer paid short and long term disability and life insurance.
• Employee Assistance Program (EAP).
• Access to a wide variety of unique perks and apps: PerkSpot - Employee Discount Program Wellhub (Gym Pass) - Access to wellbeing virtual apps, coaching and gym membership options Carrot Fertility - Fertility & family forming, maternity, parenting, and hormonal health support Omada - Virtual prevention and physical therapy program Ladder - Life insurance to supplement outside of employer offering SoFi - Financial wellbeing platform and 1:1 advice Fetch - Pet insurance discount program Spring Health for Guardian - Virtual mental health support XP Health for Guardian (virtual eye-wear platform)