Customer Support Agent Tier 1

Key Responsibilities

• Engage with customers as the first point of contact via phone, email, or chat.
• Diagnose and resolve technical issues related to the SaaS platform.
• Guide users to optimize their use of the platform's features and functionalities.
• Document and track customer interactions and issues for future reference.
• Collaborate with internal teams to escalate complex issues and ensure resolution.
• Contribute to improving support processes and customer satisfaction metrics.

Requirements

• Proven experience in customer support, preferably in a SaaS or B2B environment.
• Strong technical aptitude and ability to troubleshoot software issues.
• Excellent communication skills in English, both written and verbal.
• Proficiency with customer support tools and ticketing systems.
• Ability to work independently and manage multiple tasks in a fast-paced environment.
• Familiarity with CRM software and customer service best practices.

Keywords