Remote Technical Support Specialist - Tier 1

One Inc; Folsom (CA); Hybrid; USD 50,000 - 65,000; Full time

Job summary

One Inc is seeking a Technical Support Agent Tier 1 to join our Customer Support team. You will assist external customers with technical application issues for our suite of products via phone, email, and chat, combining case management with hands-on troubleshooting.

You will work on-call once every 4-5 weeks and collaborate with Tier II Engineers, QA, and Product teams to resolve complex problems while documenting knowledge base articles for future reference.

Qualifications

• Excellent attention to detail, strong investigative skills and exceptional analytical skills.
• Strong interpersonal skills and the ability to adapt in a complex and changing environment.
• Excellent verbal and written communication skills.
• Ability to troubleshoot SQL-based database structure and queries.

Responsibilities

• Facilitate communication between One Inc Support and customers regarding open cases
• Troubleshoot technical problems and answer support questions for One Inc. products
• Create, update, and close CRM tickets as appropriate
• Escalate complex, difficult, or complaint calls to Tier II Technical Support Engineer or Manager
• Clearly articulate technical issues, solutions, and activities to colleagues and clients
• Investigate bugs, support, change, and/or feature requests by gathering business and technical requirements
• Creation and review of knowledge base articles for reference by other team members
• Work in team environments that span functional and geographic boundaries
• Build strong, trustful relationships with customers
• Other duties assigned as necessary

Education

Bachelor’s Degree in Computer Science / Information Systems or 2+ years of technical support

Job description

One Inc is seeking a Technical Support Agent Tier 1 to join our Customer Support team. You will assist external customers with technical application issues for our suite of products via phone, email, and chat, combining case management with hands-on troubleshooting.

You will work on-call once every 4-5 weeks and collaborate with Tier II Engineers, QA, and Product teams to resolve complex problems while documenting knowledge base articles for future reference.