Technical Support Level 1 - REMOTE U.S.

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<b>Job Description</b>Job Description<p><b>JOB DESCRIPTION</b></p><p></p><p><b>JOB TITLE: </b>Level 1 Technical Support </p><p><b>DEPARTMENT: </b>Technical Support </p><p><b>REPORTS TO: </b>Technical Support Manager </p><p><b>CLASSIFICATION:</b> EXEMPT</p><p><b>LOCATION: </b>Remote, United States </p><p></p><p><b>SUMMARY OF DUTIES AND RESPONSIBILITIES</b></p><p>The Level 1 Technical Support Technician serves as a front-line resource for assisting customers with product-related questions, technical issues, and system troubleshooting. This role is responsible for delivering high-quality support experiences through timely and accurate resolution of issues, while escalating more complex cases to Level 2 when appropriate. Level 1 Technicians primarily handle general support, user guidance, and initial troubleshooting steps. </p><p></p><p><b>PRIMARY DUTIES AND RESPONSIBILITIES</b>: </p><ul><li>Respond to customer inquiries via phone and email with professionalism, technical accuracy, and empathy, ensuring a high level of customer satisfaction through timely and effective resolution</li><li>Diagnose and resolve technical issues, provide product guidance, and escalate more complex problems as needed</li><li>Accurately document customer interactions in the ticketing system, including call summaries and troubleshooting steps when applicable, ensuring all relevant details are captured during escalations</li><li>Escalate issues that require action outside the scope of Technical Support, ensuring timely handoff and resolution</li><li>Adhere to all departmental Standard Operating Procedures (SOPs), including those related to troubleshooting, escalation, scheduling, and attendance</li></ul><p></p><p><b>EDUCATION AND EXPERIENCE</b></p><ul><li>High School Diploma</li><li>Minimum of 1 year of customer service or technical support experience required</li><li>Experience using basic SQL queries or similar database tools for troubleshooting and data retrieval is preferred</li><li>Background in SaaS, software support, or a technical customer-facing environment is preferred</li></ul><img src="https://www.jobg8.com/Tracking.aspx?As2Gc4WKGodu3%2brvhD3ltwk" width="0" height="0">