Tier 1 Product Support Specialist

CentralSquare; United States; On-site; USD 42,000 - 56,000; Full time

Job summary

CentralSquare Technologies in the United States is seeking a Product Support Rep I to provide first-tier technical support to customers via phone, web, and email. You will diagnose issues, guide users, and escalate complex cases to specialists while maintaining clear communication and customer focus.

This role requires an IT-related degree or equivalent experience, 0–1 year in software support, and strong written and verbal communication to interface with all levels of the organization.

Qualifications

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

Responsibilities

• Provide internal and external user support for application issues of a technical nature.
• Collaborate with fellow support colleagues and other internal organizations to provide superior customer service.
• 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 customer feedback to influence process/product improvements.
• Be available to work paid after hours on call duty on a rotational basis.
• Use Knowledge Base (KB) to solve cases in a timely manner.
• Ensure Knowledge Base (KB) content is correct by providing updates & feedback where appropriate.
• Create draft content to be used in our Knowledge Base (KB)
• Anticipate customer needs and effectively address concerns related to their issue or resolution.
• Effectively handle difficult customer interactions and challenging customer problems without supervisory intervention.
• Maintain poise and professionalism with demanding customers.
• Ensure individual performance meets or exceeds department standards and develop cross-functional relationships.
• Work with customers to identify reported system defects.
• Works primarily under supervision and follows established procedures and guidelines.
• Performs all other duties as assigned.

Skills

Strong communication

Education

Associate's Degree in IT

Job description

CentralSquare Technologies in the United States is seeking a Product Support Rep I to provide first-tier technical support to customers via phone, web, and email. You will diagnose issues, guide users, and escalate complex cases to specialists while maintaining clear communication and customer focus.

This role requires an IT-related degree or equivalent experience, 0–1 year in software support, and strong written and verbal communication to interface with all levels of the organization.