SaaS Customer Success & Tier-1 Support Agent

Wingenapp; Atlanta (GA); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive base salary + bonus

Career growth opportunities

Training, mentorship, collaborative 팀

Company sponsored 401(k) with matching

Flexible PTO plus observed companyhol"

Job summary

WinGen is seeking a motivated Tier 1 Support Agent to serve as the first point of contact for users. You will handle inbound requests via phone, email, and help desk, triaging issues and resolving common problems to keep clients productive on the platform.

In this role you will document interactions in Zoho Desk, escalate complex cases, guide users through workflows, and contribute to a knowledge base. The position emphasizes customer focus, clear communication, and the ability to work across

Qualifications

• High school diploma or equivalent required; Associate’s or BA in CS/IT/Business is a plus.
• Minimum 1 year in a customer-facing technical support, help desk, or IT role.
• Experience with SaaS platforms is preferred; strong communication skills required.
• Proficiency with Microsoft Office 365 and Teams; familiar with ticketing systems.

Responsibilities

• Serve as the first contact for WinGen users via phone, email, and help desk systems.
• Triages tickets, gathers info, reproduces issues, and resolves common questions.
• Document interactions and resolutions in the ticketing platform.
• Escalate complex cases with clear documentation to Advanced Support.
• Guide users through WinGen workflows and standard troubleshooting steps.

Skills

Customer support

SaaS platforms

Office 365

Teams

Communication

Problem-solving

Customer focus

Organization

Education

High school diploma

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

Tools

Zoho Desk

Zoho CRM

ServiceNow

Zendesk

Job description

WinGen is seeking a motivated Tier 1 Support Agent to serve as the first point of contact for users. You will handle inbound requests via phone, email, and help desk, triaging issues and resolving common problems to keep clients productive on the platform.

In this role you will document interactions in Zoho Desk, escalate complex cases, guide users through workflows, and contribute to a knowledge base. The position emphasizes customer focus, clear communication, and the ability to work across