Entry-Level Tier 1 Support Specialist (Hybrid)

RESTORE Skills; New Jersey; Hybrid; USD 38,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Retirement savings

Flexible work arrangements

Job summary

RESTORE-Skills is hiring a Tier 1 Support Specialist in a hybrid, entry-level role with three days in the office. You will assist customers via phone, email, and chat, delivering friendly, professional support while learning the product and processes.

You will diagnose basic issues, guide users through troubleshooting, escalate complex problems, and help document solutions for the knowledge base while growing your customer service and SaaS skills in a collaborative team.

Qualifications

• Bachelor's Degree or equivalent SaaS experience.
• Excellent communication skills, both written and verbal.
• Strong problem-solving skills and the ability to think analytically.
• Basic understanding of software applications and troubleshooting techniques.
• Ability to work effectively in a fast-paced environment and manage multiple tasks.
• Customer-focused mindset with a passion for delivering outstanding service.
• Prior experience in a customer support role is preferred but not required.

Responsibilities

• Respond to customer inquiries via phone, email, and chat with professionalism and empathy.
• Diagnose and resolve basic technical issues or usage problems.
• Escalate complex issues to Tier 2 or higher support levels when necessary, ensuring a seamless handoff.
• Log all customer interactions and issues accurately in the company's ticketing system.
• Maintain detailed records of customer interactions, issues, and resolutions.
• Report recurring problems and customer feedback to higher support levels or management for continuous improvement.
• Stay up-to-date with the latest product updates, features, and best practices.
• Contribute to the knowledge base by documenting solutions and common issues.
• Provide feedback to improve support resources and documentation.
• Assist customers with product setup and basic functionality.
• Offer guidance on how to use specific features effectively.
• Educate customers about best practices and product capabilities.
• Ensure customer issues are resolved efficiently and to their satisfaction.
• Monitor support metrics such as response time, resolution time, and customer satisfaction scores.
• Collaborate with other support team members and departments to resolve issues.
• Participate in team meetings and training sessions.
• Identify opportunities for improving support processes and customer experiences.
• Participate in ongoing training and professional development.

Skills

Excellent communication skills

Problem-solving skills

Troubleshooting skills

Multitasking

Customer-focused mindset

Education

Bachelor's Degree or equivalent SaaS experience

Job description

RESTORE-Skills is hiring a Tier 1 Support Specialist in a hybrid, entry-level role with three days in the office. You will assist customers via phone, email, and chat, delivering friendly, professional support while learning the product and processes.

You will diagnose basic issues, guide users through troubleshooting, escalate complex problems, and help document solutions for the knowledge base while growing your customer service and SaaS skills in a collaborative team.