Client Success & Support Tier 1 Support Agent USA · Atlanta-area candidates preferred · Full-Time →

Wingenapp; Atlanta (GA); Presencial; USD 42.000 - 64.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive base salary + bonus

Career growth opportunities

Training, mentorship, collaborative 팀

Company sponsored 401(k) with matching

Flexible PTO plus observed companyhol"

Descripción de la vacante

WinGen is seeking a motivated Tier 1 Support Agent to serve as the first point of contact for users. You will handle inbound requests via phone, email, and help desk, triaging issues and resolving common problems to keep clients productive on the platform.

In this role you will document interactions in Zoho Desk, escalate complex cases, guide users through workflows, and contribute to a knowledge base. The position emphasizes customer focus, clear communication, and the ability to work across

Formación

• High school diploma or equivalent required; Associate’s or BA in CS/IT/Business is a plus.
• Minimum 1 year in a customer-facing technical support, help desk, or IT role.
• Experience with SaaS platforms is preferred; strong communication skills required.
• Proficiency with Microsoft Office 365 and Teams; familiar with ticketing systems.

Responsabilidades

• Serve as the first contact for WinGen users via phone, email, and help desk systems.
• Triages tickets, gathers info, reproduces issues, and resolves common questions.
• Document interactions and resolutions in the ticketing platform.
• Escalate complex cases with clear documentation to Advanced Support.
• Guide users through WinGen workflows and standard troubleshooting steps.

Conocimientos

Customer support

SaaS platforms

Office 365

Teams

Communication

Problem-solving

Customer focus

Organization

Educación

High school diploma

Associate/Bachelor's degree in CS/IT/Business

Herramientas

Zoho Desk

Zoho CRM

ServiceNow

Zendesk

Descripción del empleo

USA · Atlanta-area candidates preferred · Full-Time

We are seeking a motivated and customer-focused Tier 1 Support Agent to serve as the first point of contact for WinGen users. In this role, you will handle inbound support requests from home service contractors, home retailers, and users, triaging issues, resolving common problems, and escalating complex cases to our Advanced Support team.

You will play a critical role in maintaining the quality of the WinGen customer experience and ensuring that our clients can operate efficiently on the platform.

Responsibilities

• Serve as the first point of contact for WinGen users submitting support requests via phone, email, and help desk ticketing systems.
• Triage incoming tickets, gather relevant information, reproduce issues where possible, and resolve common platform questions and user errors.
• Accurately document all support interactions, resolutions, and follow-up actions in Zoho Desk or the designated ticketing platform.
• Escalate unresolved or complex issues to the Advanced Support Specialist with clear, complete documentation to enable efficient handoff.
• Guide users through WinGen workflows, account configurations, and standard troubleshooting steps via multiple communication channels.
• Identify recurring issues and patterns and report them to the Advanced Support Specialist for root cause analysis.
• Maintain and contribute to the internal knowledge base, help articles, and FAQ documentation to reduce repeat ticket volume.
• Support onboarding of new users by responding to setup and configuration questions and directing clients to appropriate resources.
• Maintain a professional, helpful, and solution-oriented presence in every client interaction to protect and strengthen customer relationships.
• Participate in team meetings and training sessions to stay current on WinGen product updates, new features, and support processes.

Qualifications

• Education: High school diploma or equivalent required. Associate’s or Bachelor’s degree in Computer Science, Information Technology, Business, or a related field is a plus.
• Experience: Minimum of 1 year of experience in a customer-facing technical support, help desk, or IT support role. Experience with SaaS platforms is preferred.
• Technical Skills: Proficiency with Microsoft Office 365 and Teams. Comfort navigating web-based applications and ticketing systems. Familiarity with basic troubleshooting techniques for software and account issues.
• Communication: Clear and professional verbal and written communication skills, with the ability to explain technical concepts to non-technical users patiently and effectively.
• Problem-Solving: Ability to methodically diagnose issues, follow established support procedures, and determine when to elevate versus resolve independently.
• Customer Focus: A genuine commitment to client satisfaction, with the ability to manage frustrated or time-sensitive customers with professionalism and empathy.
• Organization: Ability to manage a queue of open tickets simultaneously, prioritize by urgency, and follow through on all open items without needing to be reminded.

Preferred qualifications

• Experience with Zoho Desk, Zoho CRM, ServiceNow, ZenDesk, or comparable help desk platforms.
• Familiarity with retail home services, trades, or contractor businesses.
• Exposure to cloud-based platforms such as Microsoft Azure, AWS, or Google Cloud.
• Basic knowledge of SQL, APIs, or data workflows.
• CompTIA A+ or Microsoft 365 Fundamentals certification, or equivalent.

What we offer

• Competitive base salary + bonus.
• Career growth opportunities as WinGen continues to expand.
• Training, mentorship, and a collaborative team culture.
• Company sponsored 401(k) with matching.
• Flexible PTO plus observed company holidays.

About WinGen

WinGen is an industry leader in lead-to-sale automation, delivering AI and cloud-based technology that empowers service providers, home retailers, and OEMs. From lead capture and management to seamless integration across business systems, WinGen helps providers convert consumer demand into sales with greater speed and efficiency.

Supporting more than 20 trades, with leads generated through in-store, web, and call center channels, WinGen processes over 4 million consumer leads annually and drives more than $3 billion in sales each year.

About SwordPoint AI

SwordPoint AI is a software development and solutions company specializing in applied artificial intelligence, data collection, analysis, and cloud-based applications. Through our portfolio companies, WinGen, Journey Connected Data and Shipadvisor, we deliver innovative platforms that drive measurable business outcomes across multiple industries.