Customer Support Specialist (Tier 1)

Canaan Partners; United States; Remote; USD 50,000 - 61,000; Full time

Job summary

Tropic is hiring a Customer Support Specialist (Tier 1) to join our remote team in the United States. You will be the frontline for inbound requests, triaging tickets, and ensuring timely resolutions while upholding customer satisfaction across time zones.

The ideal candidate has 1–2 years in customer support, strong communication, and experience with Zendesk and procurement software. You’ll collaborate with Product, Engineering, and Success teams to optimize workflows and knowledge bases.

Qualifications

• 1–2 years in a customer support or service role, handling inbound requests in fast-paced settings.
• Strong written and verbal communication, ability to explain technical info clearly.
• Experience with support ticketing systems (Zendesk preferred) and cross-functional collaboration.

Responsibilities

• Serve as the first point of contact for inbound requests.
• Triage tickets, categorize, and route to appropriate teams.
• Resolve issues with adherence to SLAs across severity levels.
• Gather and document customer interactions for issue resolution.
• Demonstrate independent problem solving and proactive support.
• Identify gaps in processes; contribute to improvements.

Skills

Client communication

Ticket escalation

Problem solving

Documentation

Cross-functional collaboration

Log analysis

Tools

Zendesk

Procurement software

Job description

Customer Support Specialist (Tier 1)

Remote (work from home). Customer Support. Remote. Full-time.

About Tropic

Tropics AI-powered Procurement Intelligence solutions gives companies like Q2 and Zendesk the insights they need to reduce spend and mitigate risk. With $20B+ in spend data and the backing of tier 1 investors like Insight Partners, Tropic is shaking up the procurement landscape, and the best is yet to come!

Location(s)

We are looking to hire someone based in the United States who can work Central or Eastern timezone hours. This role requires coverage of 7am-4pm Central or 8am-5pm Eastern, to align with our support team's 8am-8pm Eastern coverage window.

About the Role

As a Customer Support Specialist at Tropic, you will be an integral part of our customer support team, serving as the front lines for all inbound support requests. You will play a crucial role in helping scale the Customer Support team, ensuring our customers receive prompt and effective assistance, and maintaining high levels of customer satisfaction.

What You'll Do

• Frontline Support: Act as the first point of contact for customers, handling all inbound support requests with professionalism, courtesy, and empathy.
• Ticket Triage: Efficiently triage incoming support tickets, categorize them accurately, and route them to the appropriate teams or individuals for resolution.
• Issue Resolution: Proficiently handle customer issues and escalations, adhering to service level agreements (SLAs) across severity levels to meet or exceed customer expectations.
• Information Gathering: Gather and record detailed information from customers to assist in problem identification and resolution. Ensure comprehensive documentation of customer interactions.
• Independent Problem Solving: Demonstrate independent thinking and a proactive approach to resolving customer issues, seeking creative solutions when necessary.
• Process Development and Improvement: Maintain a process-oriented mindset and actively identify gaps in support processes. Propose and contribute to process improvements to enhance efficiency and customer satisfaction.
• Cross-Functional Collaboration: Collaborate effectively with teams across the organization, including Customer Success, Operations, Product, Engineering, Implementation, and Account Management, to address customer needs and provide seamless support.
• Knowledge Sharing: Identify opportunities for self-help resources and contribute to the development of knowledge base content, empowering customers to find answers to common questions.

What You’ve Done

• 1-2 years experience in a customer support or service role, with a track record of effectively resolving customer issues in a fast-paced environment.
• Knowledge of support workflows, escalation processes, and ability to make recommendations to improve team efficiency.
• Excellent communication skills, both written and verbal, with the ability to convey technical information clearly and concisely to any audience.
• Strong problem-solving skills and the ability to think critically and independently.
• Detail-oriented with a commitment to thorough documentation and follow-up.
• Process-oriented mindset, with the ability to identify and propose improvements to support processes.
• Strong organizational skills, including the ability to manage multiple tasks and prioritize effectively.
• Self-starter that is resourceful and will not stop until an issue is solved.
• Collaborative team player who can work cross-functionally and build positive relationships with colleagues and customers.
• Experience with a support ticketing system (Zendesk experience preferred)
• Familiarity with procurement software or related technologies is a big plus!
• Comfortable adapting to new technologies and tools, including AI-assisted workflows.
• Commitment to delivering exceptional customer service and a passion for helping customers succeed.
• Bonus if you enjoy digging into logs and code to get to the root cause, not just surface-level symptoms.

Compensation

Specific to pay transparency laws, the minimum annual salary for this position is $55,000 and may also include commission, incentive pay, incentive stock options, and benefits. The final job level and compensation will be determined by various factors such as a candidate's relevant work experience, years of relevant experience, skills, qualifications, certifications, geographic location, and other business considerations.