Remote Customer Support Specialist (Tier 1)

Placements24; Roanoke (VA); Remote; USD 38,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

Performance-based incentives

Health, dental, vision benefits

Fully remote work

Paid time off

Job summary

Placements24 is seeking a Remote Customer Support Specialist (Tier 1) to provide frontline support to customers. This fully remote role involves handling inquiries, guiding users, and documenting resolutions in a ticketing system.

You will troubleshoot basic issues, explain technical concepts clearly, and escalate complex problems to Tier 2 when needed. A high school diploma is required, with tech certs a plus, and the role offers competitive compensation and remote flexibility.

Qualifications

• Experience in a customer support or technical support role.
• Strong verbal and written communication, able to explain tech concepts simply.
• Proficiency with computers, internet navigation, and customer support software.
• Ability to work independently in a remote setting.
• Patient, empathetic, customer-centric approach to problem-solving.
• High school diploma or equivalent; tech certifications are a plus.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve basic technical issues and answer common questions about products and services.
• Escalate complex issues to Tier 2 support or relevant departments with detailed information.
• Document all customer interactions and resolutions in the ticketing system.
• Educate customers on how to use products and services effectively.
• Maintain a high standard of customer service in all interactions.

Skills

Customer support

Technical support

Communication

Remote work

Problem solving

Education

High school diploma

Technical certifications

Tools

Ticketing software

Job description

About the Role

Our client is seeking an enthusiastic and technically inclined Remote Customer Support Specialist (Tier 1) to provide frontline support to their customer base. This is a fully remote position, offering the flexibility to work from your home office. You will be responsible for addressing initial customer inquiries, troubleshooting common issues, and guiding users through solutions. This role is vital for ensuring a positive customer experience from the very first interaction, contributing to customer satisfaction and loyalty through clear communication and efficient problem resolution in a supportive virtual environment.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve basic technical issues and answer common questions about products and services.
• Escalate complex or unresolved issues to Tier 2 support or relevant departments, providing detailed information.
• Document all customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
• Educate customers on how to use products and services effectively.
• Maintain a high standard of customer service and satisfaction in all interactions.

Requirements

• Previous experience in a customer support , helpdesk , or technical support role.
• Strong verbal and written communication skills, with the ability to explain technical concepts simply.
• Proficiency with computers, internet navigation, and customer support software.
• Ability to work independently and manage time effectively in a remote setting.
• A patient, empathetic, and customer-centric approach to problem-solving.
• High school diploma or equivalent; technical certifications are a plus.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision benefits.
• Fully remote work arrangement, offering significant flexibility.
• Paid time off and company holidays.
• Opportunities for career advancement and specialized training.