Remote Tech Support Agent - Tier 1 & Troubleshooting

One Inc; Northern (KY); Hybrid; USD 42,000 - 65,000; Full time

Job summary

One Inc is seeking a Technical Support Agent Tier 1 to assist customers with complex application issues across SQL-based products. This remote US role involves case management, troubleshooting, and collaboration with Tier II engineers. Strong communication, analytical, and customer service skills are essential.

Responsibilities include triaging cases, updating CRM tickets, and contributing to knowledge base content, with occasional on-call rotation for after-hours support.

Qualifications

• Bachelor's degree in CS/IS or 2+ years in technical support.
• Experience with insurance/payments industry preferred.
• Growth mindset, ethical behavior, and team orientation.

Responsibilities

• Troubleshoot technical problems and answer support questions for One Inc products.
• Create, update, and close CRM tickets; manage case communications.
• Escalate complex issues to Tier II engineers or managers as needed.
• Document knowledge base articles for internal reference.
• Investigate bugs and feature requests by gathering requirements.
• Coordinate with team across geographic boundaries.

Skills

SQL knowledge

API calls

Communication

Customer service

Troubleshooting

Detail oriented

Analytical skills

Team player

Problem solving

Education

Bachelor's Degree in Computer Science or Information Systems

2+ years technical support or equivalent

Tools

Salesforce

JIRA

AHA experience

Job description

One Inc is seeking a Technical Support Agent Tier 1 to assist customers with complex application issues across SQL-based products. This remote US role involves case management, troubleshooting, and collaboration with Tier II engineers. Strong communication, analytical, and customer service skills are essential.

Responsibilities include triaging cases, updating CRM tickets, and contributing to knowledge base content, with occasional on-call rotation for after-hours support.