Tier 1 Customer Support

2 days ago

New York, United States GrowthSpace Full time
Description

Growthspcae, an innovative SaaS startup, is seeking a motivated and customer-focused Tier 1 Support Specialist to join our dynamic team. As a Tier 1 Support Specialist, you will be the first point of contact for our customers, providing technical assistance and ensuring a seamless experience with our platform. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering excellent customer service.

Key Responsibilities:

  • Serve as the first point of contact for customers via email, chat, and phone to resolve product-related issues.
  • Provide timely and effective technical support, troubleshooting problems, and guiding users through solutions.
  • Document customer interactions, steps taken to resolve issues, and escalate complex cases to Tier 2 support or engineering teams when necessary.
  • Assist with user onboarding, training, and general inquiries to enhance customer experience.
  • Collaborate closely with the product and development teams to report bugs and suggest improvements based on customer feedback.
  • Stay up-to-date with product updates, new features, and best practices to effectively support users.

Requirements

  • 1-3 years of work experience in customer support, preferably with a SaaS company
  • Demonstrates familiarity with fundamental customer support principles and hands-on experience utilizing Zendesk, Jira or other CRM
  • Basic knowledge of web technologies and software applications (familiarity with SaaS platforms is a plus).
  • Excellent communication skills with the ability to explain complex concepts in a clear, user-friendly manner.
  • Strong problem-solving skills and a proactive approach to resolving customer issues.
  • Outstanding task management skills across a varied set of responsibilities in a fast paced, high volume environment
  • Ability to work in a fast-paced, startup environment with a high level of autonomy.
  • A customer-first mindset and a passion for delivering a great user experience.
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