Remote Tier 1 Technical Support Agent

One Inc; Northern (KY); Hybrid; USD 40,000 - 43,000; Full time

Job summary

One Inc is hiring a Technical Support Agent Tier 1 to deliver exceptional customer service and resolve technical issues for our product suite. The role supports multiple channels (phone, email, chat) and participates in an after-hours on-call rotation.

The agent will manage cases in our CRM, escalate when needed, and contribute to knowledge base articles. Strong communication, attention to detail, and teamwork are essential in a fast-paced environment.

Qualifications

• Excellent attention to detail
• Strong investigative skills
• Analytical abilities
• Interpersonal skills
• Excellent verbal and written communication
• Excellent customer service
• Ability to multi-task under pressure
• Team oriented with ability to work independently

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 or complaint calls to Tier II Technical Support Engineer or Manager
• Articulate technical issues, solutions, and activities to colleagues and clients
• Investigate bugs and feature requests by gathering business and technical requirements
• Create and review knowledge base articles for reference by other team members
• Work in cross-functional teams across geographic boundaries
• Build strong, trustful relationships with customers
• Other duties assigned as necessary

Job description

One Inc is hiring a Technical Support Agent Tier 1 to deliver exceptional customer service and resolve technical issues for our product suite. The role supports multiple channels (phone, email, chat) and participates in an after-hours on-call rotation.

The agent will manage cases in our CRM, escalate when needed, and contribute to knowledge base articles. Strong communication, attention to detail, and teamwork are essential in a fast-paced environment.