Remote Tier 1 Support Specialist – SaaS Helpdesk

SwordPoint.ai; Atlanta (GA); Hybrid; USD 45,000 - 60,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401(k) with company match

Flexible PTO and holidays

Job summary

WinGen, powered by SwordPoint AI, seeks a motivated Tier 1 Support Associate to be the first point of contact for users. You will triage requests, guide users through workflows, document interactions, and escalate complex issues to Advanced Support. Ideal candidates have SaaS support experience and strong communication skills.

The role offers a competitive base salary with bonus potential, benefits, and the possibility of remote work within the U.S. with Atlanta, GA preferred.

Qualifications

• High school diploma or equivalent required; Associate's or Bachelor's in CS/IT/Business a plus.
• Minimum of 1 year in a customer-facing technical support, help desk, or IT support role; SaaS experience preferred.
• Proficiency with Microsoft Office 365 and Teams.
• Clear and professional verbal and written communication; ability to explain technical concepts to non-technical users.
• Strong problem-solving skills; follow established support procedures and escalate when needed.
• Customer-focused attitude with empathy and professionalism in handling time-sensitive issues.
• Ability to manage a queue of open tickets, prioritize by urgency, and ensure follow-through.

Responsibilities

• Serve as the first point of contact for WinGen users via phone, email, and help desk tickets.
• Triaging tickets, gathering info, reproducing issues, and resolving common platform questions.
• Documenting all interactions and resolutions in Zoho Desk.
• Escalating complex cases to Advanced Support with clear handoffs.
• Guide users through WinGen workflows and troubleshooting steps.
• Identify recurring issues and report for root-cause analysis.
• Maintain internal knowledge base and help articles; onboard new users.

Skills

Communication

Problem-solving

Customer focus

Organization

Education

High school diploma

Associate's or Bachelor's in CS/IT/Business

Tools

Microsoft 365

Teams

Zoho Desk

Zoho CRM

ServiceNow

ZenDesk

Job description

WinGen, powered by SwordPoint AI, seeks a motivated Tier 1 Support Associate to be the first point of contact for users. You will triage requests, guide users through workflows, document interactions, and escalate complex issues to Advanced Support. Ideal candidates have SaaS support experience and strong communication skills.

The role offers a competitive base salary with bonus potential, benefits, and the possibility of remote work within the U.S. with Atlanta, GA preferred.