Customer Support Technician Level I

PossibleNOW; Duluth (GA); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Health insurance

401K plan with Company Match

Paid Time Off

Paid Company Holidays

Dental and vision insurance

Life, AD&D, short-term & long-term-dis

Job summary

PossibleNOW, located in Duluth, GA, is seeking a Customer Support Specialist Level 1 focused on infrastructure and customer success within our SaaS platform. You will onboard new customers, troubleshoot Tier 1/2 issues, and collaborate with Product, Engineering, QA, and Operations to ensure a high-quality support experience.

The role emphasizes clear communication, problem solving, and a willingness to participate in after-hours support when needed.

Qualifications

• High school diploma or GED required; associate or bachelor's degree in a related field preferred.
• Ability to quickly learn and adapt to new software platforms, tools, and technologies in a SaaS environment.
• Working knowledge of data formats and encoding standards such as ASCII and Unicode.
• Experience with monitoring, troubleshooting, or diagnostic tools such as Domo and Microsoft Dynamics CRM.
• Proficiency with SFTP clients such as WinSCP, Globalscape, MuleSoft, or FileZilla.
• Hands-on experience with Splunk including searching, monitoring, alerting, reporting, or dashboarding.
• Experience supporting or testing APIs using tools such as Postman or Fiddler, with working knowledge of HTTP protocols and status codes.
• Strong customer service skills, ideally in a software, technology, or SaaS environment.
• Excellent verbal and written communication skills; able to explain technical concepts clearly.
• Strong interpersonal skills and ability to build productive relationships with customers and internal teams.

Responsibilities

• Create and update customer accounts and access configurations to support platform use.
• Lead onboarding and deliver product training for successful adoption and value.
• Triage, troubleshoot, and resolve Tier 1 and 2 issues promptly.
• Communicate issue updates and resolution steps clearly to customers.
• Perform recurring operational tasks to support platform performance and data processing.
• Document issues and collaborate with Product, Engineering, and internal teams on escalations.
• Assist with system testing, validation, and release support activities as needed.
• Contribute to process improvements and knowledge sharing across the team.
• Occasionally participate in after-hours or on-call support for critical issues.
• Handle sensitive information with professionalism and confidentiality.

Skills

Customer service

SaaS experience

Communication

Troubleshooting

Interpersonal skills

Education

High school diploma

Associate or Bachelor’s degree preferred

Tools

Domo

Microsoft Dynamics CRM

WinSCP

Postman

Fiddler

Job description

Located in Duluth, Georgia, PossibleNOW, a steadily growing private company and direct marketing industry leader for Do Not Call and privacy preference management solutions, seeks a Customer Support Specialist Level 1 with a strong focus on infrastructure and support. This is an excellent opportunity for the right candidate to join a successful, growing technology organization.

PossibleNOW is looking for a customer-focused Customer Support Technician to help deliver an outstanding experience across our SaaS product suite. In this role, you will serve as a trusted first point of contact for customers, helping them successfully onboard, resolving issues efficiently, and gaining ongoing value from our platform. You will work closely with customers and cross-functional teams, including Product, Engineering, Quality Assurance, and Operations—to troubleshoot issues, support onboarding, and contribute to reliable, high-quality customer experience. This role is ideal for someone who enjoys solving technical problems, communicating clearly, and thriving in a fast-paced software environment.

This position offers the opportunity to build strong technical support experience, deepen product knowledge, and make a meaningful impact on customer success within a collaborative SaaS organization. If you are detail-oriented, customer-minded, and eager to develop your career in software support, we would love to hear from you.

Responsibilities include but are not limited to

• Create, maintain, and update customer accounts and access configurations to support accurate platform use
• Support customer onboarding and deliver product training to encourage successful adoption and long-term value
• Monitor, triage, troubleshoot, and resolve Tier 1 and Tier 2 customer issues in a timely and professional manner
• Communicate clearly with customers throughout the support process, including issue updates, resolution details, and next steps
• Perform recurring operational tasks that support platform performance, data processing, and customer deliverables
• Document issues thoroughly and collaborate with Product, Engineering, and internal stakeholders on escalations and resolution
• Assist with system testing, validation, and release support activities as needed
• Contribute to process improvements, team documentation, and knowledge sharing that enhance customer support operations
• Participation in after-hours or on-call support for critical customer issues when required
• Handle sensitive customer and company information with professionalism and confidentiality

Required Education

High school diploma or GED required; associate or bachelor's degree in a related field preferred.

Desired Skills

• Ability to quickly learn and adapt to new software platforms, tools, and technologies in a SaaS environment
• Working knowledge of data formats and encoding standards such as ASCII and Unicode
• Experience with file formatting, data manipulation, or basic scripting for data validation and processing is preferred
• Experience with monitoring, troubleshooting, or diagnostic tools such as Domo and Microsoft Dynamics CRM
• Proficiency with SFTP clients such as WinSCP, Globalscape, MuleSoft, or FileZilla
• Hands-on experience with Splunk, including searching, monitoring, alerting, reporting, or dashboarding
• Experience supporting or testing APIs using tools such as Postman or Fiddler, with working knowledge of HTTP protocols and status codes
• Strong customer service skills, ideally in a software, technology, or SaaS environment
• Excellent verbal and written communication skills, including the ability to explain technical concepts clearly to different audiences
• Strong interpersonal skills and the ability to build productive working relationships with customers and internal teams
• Highly organized, detail-oriented, and able to manage multiple priorities effectively
• Willingness to provide occasional after-hours or weekend support when needed
• High school diploma or GED required; associate or bachelor's degree in a related field preferred

Why PossibleNOW

• Great teamwork atmosphere
• Flexible work environment
• Competitive salary and equity
• Health (employee medical coverage Employer paid), dental, and vision insurance
• 401K plan with Company Match
• FSA plans
• HSA plan with Company Match
• Supplemental insurance including life, AD&D, short-term & long-term disability insurance
• Paid Time Off, Paid Company Holidays

Compensation

Negotiable, commensurate with experience and qualifications.

Equal Opportunity Employment

PossibleNOW is an equal opportunity employer. We are committed to fostering an inclusive workplace where employment decisions are based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.

Pre-Employment Requirements

Employment with PossibleNOW is contingent upon successfully completing a pre-employment background check and drug screening, where permitted by law.

Work Authorization

Applicants must be legally authorized to work in the United States at the time of hire. PossibleNOW participates in E-Verify to confirm employment eligibility. We do not sponsor employment visas for this position.

About PossibleNOW

Founded in 2000 and headquartered in Duluth, GA, PossibleNOW is a successful, growing, family oriented, and private held company that is the industry leader for direct marketing compliance, consent, and preference management solutions via our SaaS technology and professional services offering. PossibleNOW solutions serve many Fortune 500 companies and thousands of the largest direct marketers in the world.