Job Overview

As a Tier 1 Support Agent, you will be the first point of contact for our customers. You will be responsible for assisting customers with general inquiries, troubleshooting basic issues, and providing product and service-related information. This is a customer-centric role that requires excellent communication skills, problem-solving abilities, and a passion for delivering outstanding service. You will work closely with other teams to ensure that customer issues are resolved efficiently and escalated when necessary.

Key Responsibilities:

• Customer Support:
• Respond promptly to customer inquiries via phone, email, or chat, providing timely and accurate assistance.
• Troubleshoot basic product or service-related issues, offering solutions that meet customer needs.
• Provide general guidance on product features, system functionality, and account management.
• Document customer interactions and issues in the CRM system for tracking and reporting purposes.
• Issue Resolution & Escalation:
• Identify and escalate complex or unresolved issues to higher-tier support teams in a timely and accurate manner.
• Ensure that customer inquiries are logged and followed up on, with appropriate resolutions provided in accordance with company policies and SLAs.
• Product & Service Knowledge:
• Stay up-to-date on product and service updates, new features, and troubleshooting methods to provide accurate guidance to customers.
• Communicate product-related feedback or common issues to the relevant teams for further development or improvement.
• Customer Satisfaction:
• Ensure customer satisfaction by delivering professional, empathetic, and solution-oriented support in every interaction.
• Follow up with customers to confirm that issues have been resolved to their satisfaction.
• Identify opportunities to improve customer experience and suggest process or system enhancements.
• Collaboration:
• Work collaboratively with other support team members and departments to ensure efficient issue resolution and process improvement.
• Participate in team meetings and training sessions to continually improve technical knowledge and support skills.



Qualifications:

• Education: Bachelor’s degree in a reputable college or university
• Experience:
• 2-3 years of experience in customer support or service roles (preferably in a technical, SaaS, or telecommunications environment).
• Experience with CRM systems and support ticketing tools is a plus.
• Skills & Competencies:
• Strong communication skills (both verbal and written) with a focus on clarity and professionalism.
• Excellent troubleshooting abilities and a solution-oriented mindset.
• Ability to handle multiple inquiries and prioritize tasks efficiently.
• High attention to detail and commitment to quality customer service.
• Ability to work independently and as part of a team in a fast-paced environment.
• Basic understanding of technical concepts, systems, or software products (training will be provided).

Please refer to job description.