Remote Tier 1 SaaS Technical Support Agent

One Inc; United States; On-site; USD 25,000 - 39,000; Full time

Job summary

One Inc is seeking aTechnical Support Agent Tier 1 to deliver exceptional customer service while resolving technical application issues across our SaaS platform. The role covers phone, email, and chat support, with occasional after-hours on-call rotation for emergencies.

You will manage CRM tickets, work with cross-functional teams, and help build knowledge base articles. A bachelor’s degree or 2+ years in tech support is preferred, with experience in the insurance/payments space a plus.

Qualifications

• Bachelor’s Degree in CS/IS or 2+ years in technical support.
• Experience in insurance or payments industry preferred.
• Proven work experience in a similar role.

Responsibilities

• Assist external customers via phone, email, chat to resolve issues.
• Manage CRM tickets, create/update/close as needed.
• Escalate complex cases to Tier II and document resolutions.
• Communicate clearly with customers and teammates.

Skills

Customer service

Communication

Time management

Interpersonal skills

Attention to detail

Problem solving

Team player

Multi-tasking

Education

Bachelor’s Degree or 2+ years of technical support experience

Tools

Salesforce

JIRA

AHA

Job description

One Inc is seeking aTechnical Support Agent Tier 1 to deliver exceptional customer service while resolving technical application issues across our SaaS platform. The role covers phone, email, and chat support, with occasional after-hours on-call rotation for emergencies.

You will manage CRM tickets, work with cross-functional teams, and help build knowledge base articles. A bachelor’s degree or 2+ years in tech support is preferred, with experience in the insurance/payments space a plus.