Tier 1 Product Support Specialist

CentralSquare Technologies; United States; On-site; USD 42,000 - 64,000; Full time

Job summary

CentralSquare Technologies is seeking a first-tier technical support specialist to assist customers by phone, web, or email. You will diagnose problems, answer questions, and escalate complex issues to specialists as needed.

This role emphasizes clear communication, collaboration with cross-functional teams, and contributing to a knowledge base while providing dependable after-hours support on a rotating on-call schedule.

Qualifications

• Associate's Degree in IT or equivalent relevant experience required.
• 0-1 year experience in software support or related position.
• Strong communication skills interfacing with all levels of the organization.

Responsibilities

• Provide first-tier technical support to customers via phone, web, and/or email.
• Diagnose problems and/or resolve questions; escalate complex issues to appropriate technical experts.
• Maintain consistent, regular communication with customers regarding the status of their requests.
• Act as a customer advocate by working directly with customers on high-priority issues to deliver timely resolution and capture feedback for improvements.
• Be available to work paid after hours on call duty on a rotational basis.

Skills

Associate's Degree in IT

Software support experience

Strong communication skills

Education

Associate's Degree in IT or equivalent

Job description

CentralSquare Technologies is seeking a first-tier technical support specialist to assist customers by phone, web, or email. You will diagnose problems, answer questions, and escalate complex issues to specialists as needed.

This role emphasizes clear communication, collaboration with cross-functional teams, and contributing to a knowledge base while providing dependable after-hours support on a rotating on-call schedule.