Technical Support I – Tier 1

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Reputation

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Reputation is the only platform that empowers companies to fulfill their brand promise by measuring, managing, and scaling their reputation performance in real-time, everywhere. Functioning as a business’ eyes and ears in the spaces where customers talk, post, review, and recommend, Reputation AI-powered product stack analyzes vast amounts of public and private feedback data to uncover predictive insights for companies to act on, and improve their online reputations. Visit reputation.com to learn more.

📋 Description

• Serve as the frontline contact for customer issues via phone, email, and chat. • Resolve routine customer issues from initial contact through resolution using established procedures, seeking guidance when needed. • Follow established troubleshooting processes to diagnose common customer issues and determine whether escalation is required. • Triage and escalate more complex problems to Tier II with detailed case notes. • Maintain accurate records in Salesforce and follow established workflows. • Educate customers on standard platform functionality using approved documentation and training materials. • Suggest updates or corrections to knowledge base content as opportunities are identified. • Collaborate with peers to share knowledge and enhance the customer experience.

🎯 Requirements

• 0–1 years technical support, customer support, or SaaS experience. • Bachelor’s Degree or equivalent experience. • Comfortable learning new technologies, navigating multiple systems, and interpreting technical information to support customers effectively. • Familiarity with Salesforce or similar CRM tools is a plus. • Comfortable working with Excel or Google Sheets to organize, filter, and analyze data; experience with pivot tables is preferred • Strong attention to detail and ability to follow troubleshooting steps to resolve routine issues. • Exceptional written and verbal communication skills, including the ability to explain technical concepts to non-technical users. • Experience using AI-powered tools, knowledge bases, or self-service resources to solve problems efficiently is a plus. • Exposure to SQL or database concepts is a plus but not required. • Ability to investigate customer issues using data and system information is highly valued. • Use internal documentation, knowledge bases, and approved AI tools to assist with resolving customer issues. • Familiarity with social media or online reputation tools is a plus. • Detail-oriented and focused on resolving customer pain points quickly. • Empathetic and able to translate technical information into everyday language. • Ability to manage multiple customer issues simultaneously while balancing urgency, accuracy, and customer satisfaction in a high volume, fast moving environment. • Highly collaborative, eager to learn, and always looking for ways to improve the customer experience. • Flexible, adaptable, and eager to learn new systems and processes.

🏖️ Benefits

• Paid Time Off: Flexible PTO for salary paid employees • Hourly employees accrue PTO based on tenure & receive 5 sick days annually. Sick days are available day 1. PTO accrues on a per paycheck basis. • 10 company paid holidays plus 4 “Extended Company Holidays,” which are additional paid days off for the company. • Multiple medical and dental plan options, plus 100% company paid vision coverage • 401k available through Fidelity • Paid Parental Leave for all eligible employees as of day 1 of employment • Employer paid short and long term disability and life insurance • Critical Illness, Accident & Hospital Indemnity insurance • Employee Assistance Program (EAP) • Access to a wide variety of perks and wellbeing apps: - PerkSpot: Employee discount program - Wellhub (Gym Pass): Access to virtual wellbeing apps, coaching, and gym memberships - Carrot Fertility: Support for fertility, family planning, maternity, parenting, and hormonal health - Omada: Virtual prevention and physical therapy program - Ladder: Supplemental life insurance - SoFi: Financial wellbeing platform with 1:1 advice - Fetch: Pet insurance discount program - Spring Health for Guardian: Virtual mental health support - XP Health for Guardian: Virtual eyewear platform - Rate.com: Mortgage services discount program