Job Summary

The Tier 1 Customer Support Agent is responsible for providing front-line support to customers via email, chat, and phone for software products within Togetherwork's Pet Care vertical. Their primary focus is to address common customer issues and provide “how-to” support for product usage questions. They are responsible for resolving product or service problems by clarifying the customer's questions and explaining the best solution to solve a problem while maintaining established Service Level Objectives. The Tier 1 agent is also responsible for identifying product problems and requests that require additional expertise or advanced troubleshooting and escalating those to the Tier 2 team after initial triage and collecting basic information.

A strong performer in this role will demonstrate a high sense of urgency in responding quickly and effectively to customer requests, the ability to promptly identify items that should be escalated, and a continuous desire to learn about our pet care products and customers.

Responsibilities

Receive and respond to customer inquiries received via email, chat, and phone
Classify inquiries based on severity and priority
Investigate and/or resolve inquiries according to knowledge base articles and other reference materials
Escalate issues requiring additional expertise, investigation, or troubleshooting to the Tier 2 team
Accept and retain ownership of requests, providing timely updates to customers until a resolution is reached or an escalation is needed
Participate in providing support coverage on recognized holidays 2-3 times per year
Assist with backup coverage for Tier 2 as needed, handling customer inquiries that are escalated by the Tier 1 Support team

Requirements

High School Diploma or equivalent
1-2 years of experience in a customer support or helpdesk role
Outstanding written and verbal communication skills, including the ability to effectively interact with internal teams, partners, and customers
Ability to multi-task in a fast-paced and constantly evolving environment
Self-motivated to gain basic proficiency with new technologies such as Zendesk, Teams, and HubSpot
Ability to work both independently and in small teams
Strong analytical problem-solving abilities

Preferred

Experience troubleshooting software issues in a SaaS environment
Experience working in the pet-care industry is a huge plus

Employee Referral Bonus

This position is eligible for a $1,000 employee referral

Access Referral Form Here

Salary Range Disclosure

The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.

Salary Range

US Remote: $41,000 USD per year

Togetherwork Internal