Remote Tier 1 Customer Support Specialist

Clutch Canada; United States; Remote; USD 50,000 - 61,000; Full time

Job summary

Tropic is hiring a Customer Support Specialist (Tier 1) to join our remote team in the United States. You will be the frontline for inbound requests, triaging tickets, and ensuring timely resolutions while upholding customer satisfaction across time zones.

The ideal candidate has 1–2 years in customer support, strong communication, and experience with Zendesk and procurement software. You’ll collaborate with Product, Engineering, and Success teams to optimize workflows and knowledge bases.

Qualifications

• 1–2 years in a customer support or service role, handling inbound requests in fast-paced settings.
• Strong written and verbal communication, ability to explain technical info clearly.
• Experience with support ticketing systems (Zendesk preferred) and cross-functional collaboration.

Responsibilities

• Serve as the first point of contact for inbound requests.
• Triage tickets, categorize, and route to appropriate teams.
• Resolve issues with adherence to SLAs across severity levels.
• Gather and document customer interactions for issue resolution.
• Demonstrate independent problem solving and proactive support.
• Identify gaps in processes; contribute to improvements.

Skills

Client communication

Ticket escalation

Problem solving

Documentation

Cross-functional collaboration

Log analysis

Tools

Zendesk

Procurement software

Job description

Tropic is hiring a Customer Support Specialist (Tier 1) to join our remote team in the United States. You will be the frontline for inbound requests, triaging tickets, and ensuring timely resolutions while upholding customer satisfaction across time zones.

The ideal candidate has 1–2 years in customer support, strong communication, and experience with Zendesk and procurement software. You’ll collaborate with Product, Engineering, and Success teams to optimize workflows and knowledge bases.