Customer Service Representative

Treeline, Inc.; Houston (TX); On-site; USD 38,000 - 48,000; Full time

Job summary

Treeline, Inc. is expanding its Houston office and seeks a Support Specialist to be the first line of contact for customer inquiries, ensuring timely resolution and accurate issue diagnosis. You will work through phone, email, and ticketing systems, documenting steps, and supporting knowledge base improvements.

Ideal candidates have 0-2 years in technical support, strong communication, and the ability to navigate complex software tools while delivering a customer-centric experience.

Qualifications

• Entry-level 0-2 years of experience in technical support, help desk, or customer-facing technical roles.
• Ability to navigate complex software tools, troubleshoot customer issues, and manage work orders in a ticketing system.
• Strong written and verbal communication with a customer-centric focus.

Responsibilities

• Tier 1 Support & Resolution: serve as the primary contact via phone, email, and tickets; troubleshoot and resolve common account questions and software usage issues.
• Issue Diagnosis & Escalation: reproduce, analyze, and document technical issues; route complex challenges to senior engineering per escalation procedures.
• Documentation & Continuous Improvement: write and update knowledge base articles and response templates; identify recurring issues and automation opportunities.
• Requirements Entry-level 0-2 years of experience in technical support or customer-facing roles; manage work orders in the ticketing system.

Skills

Tier 1 Support

Issue Diagnosis

Documentation

Customer Focus

Ticketing Systems

Tools

Ticketing System

Knowledge Base

Job description

Treeline, Inc., an award-winning sales recruiting and executive search agency, offering strategic sales staffing and recruitment services for leading companies in the United States and throughout North America. Dedicated to facilitating the placement of exceptional top sales talent professionals, Treeline stands at the forefront of advancing job careers of professionals in the sales industry!

Keep updated with the latest sales job opportunities nationwide by following Treeline on LinkedIn and activating our New Job Alerts!

Company Profile

Our client offers a comprehensive suite of specialized SaaS applications for the oil and gas industry, including engineering software, interactive training modules, and real-time simulators. Their platform helps energy companies mitigate risk, accelerate timelines, and optimize operational performance.

To support their expanding Houston office, they are seeking a tech-savvy, customer-focused Support Specialist to join their team and serve as the primary point of contact for technical inquiry triage and resolution.

Job Description

As a Support Specialist, you will act as the first line of defense for incoming customer inquiries, ensuring timely resolution, accurate issue diagnosis, and a seamless customer experience.

Key responsibilities include

• Tier 1 Support & Resolution: Serve as the primary point of contact for incoming client inquiries via phone, email, and ticketing systems. Troubleshoot and resolve common account questions, software usage issues, and general service requests while maintaining complete and accurate ticket documentation.
• Issue Diagnosis & Escalation: Reproduce, analyze, and document complex technical issues. Gather essential contextual details and route advanced technical challenges to senior engineering resources using established escalation procedures.
• Documentation & Continuous Improvement: Contribute to internal documentation by writing and updating knowledge base articles, standard solutions, and response templates. Partner with leadership to identify process improvements, recurring technical issues, and opportunities for workflow automation.
• Requirements Entry-level 0-2 years of experience in technical support, help desk, or customer-facing technical roles
• Ability to navigate complex software tools, systematically troubleshoot user issues, and manage work orders within a central support ticketing system.
• Strong written and verbal communication skills with a customer-centric focus, capable of managing a steady volume of daily client inquiries with clarity and efficiency.