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Hybrid Technical Support Specialist, Tier 1

at Reputation
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Posted 3 weeks ago

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About the role

  • 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)

Job title

Technical Support Specialist, Tier 1

Job type

Full Time

Experience level

Junior

Salary

Not specified

Degree requirement

High School Diploma

Location requirements

HybridScottsdaleUnited States

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