Tier 1 Support

RESTORE Skills; New Jersey; Hybrid; USD 38,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Retirement savings

Flexible work arrangements

Job summary

RESTORE-Skills is hiring a Tier 1 Support Specialist in a hybrid, entry-level role with three days in the office. You will assist customers via phone, email, and chat, delivering friendly, professional support while learning the product and processes.

You will diagnose basic issues, guide users through troubleshooting, escalate complex problems, and help document solutions for the knowledge base while growing your customer service and SaaS skills in a collaborative team.

Qualifications

• Bachelor's Degree or equivalent SaaS experience.
• Excellent communication skills, both written and verbal.
• Strong problem-solving skills and the ability to think analytically.
• Basic understanding of software applications and troubleshooting techniques.
• Ability to work effectively in a fast-paced environment and manage multiple tasks.
• Customer-focused mindset with a passion for delivering outstanding service.
• Prior experience in a customer support role is preferred but not required.

Responsibilities

• Respond to customer inquiries via phone, email, and chat with professionalism and empathy.
• Diagnose and resolve basic technical issues or usage problems.
• Escalate complex issues to Tier 2 or higher support levels when necessary, ensuring a seamless handoff.
• Log all customer interactions and issues accurately in the company's ticketing system.
• Maintain detailed records of customer interactions, issues, and resolutions.
• Report recurring problems and customer feedback to higher support levels or management for continuous improvement.
• Stay up-to-date with the latest product updates, features, and best practices.
• Contribute to the knowledge base by documenting solutions and common issues.
• Provide feedback to improve support resources and documentation.
• Assist customers with product setup and basic functionality.
• Offer guidance on how to use specific features effectively.
• Educate customers about best practices and product capabilities.
• Ensure customer issues are resolved efficiently and to their satisfaction.
• Monitor support metrics such as response time, resolution time, and customer satisfaction scores.
• Collaborate with other support team members and departments to resolve issues.
• Participate in team meetings and training sessions.
• Identify opportunities for improving support processes and customer experiences.
• Participate in ongoing training and professional development.

Skills

Excellent communication skills

Problem-solving skills

Troubleshooting skills

Multitasking

Customer-focused mindset

Education

Bachelor's Degree or equivalent SaaS experience

Job description

At RESTORE-Skills, we're driven by a mission to innovate and enhance care in skilled nursing facilities. We believe in the power of technology to transform healthcare, making it more integrated, efficient, and focused on patient well-being. Our culture thrives on collaboration, creativity, and a commitment to excellence. Join us if you're passionate about making a meaningful impact in healthcare and eager to be part of a team that values innovation, integrity, and inclusivity. We foster an environment where every team member is valued, supported, and encouraged to contribute their unique ideas and talents. We believe that by working together, we can achieve our mission and create a brighter future for the seniors we serve.

About the Position

At RESTORE-Skills, we're not just a company; we're a movement. We're transforming how therapy and skill-building services are delivered across the healthcare continuum by harnessing the power of gamification. We're looking for a dedicated and enthusiastic Tier 1 Support Specialist to join our team, providing essential support to our customers and helping us change the world with exceptional care and service.

This is an entry-level hybrid position, with 3 days a week in the office. During your training and onboarding period, you’ll spend a bit more time with us in person to get up to speed. But don't worry, we value flexibility and your work-life balance too!

Key Responsibilities

• Customer Interaction:
  • Respond to customer inquiries via phone, email, and chat with professionalism and empathy.
  • Deliver exceptional customer service by understanding and addressing customer needs promptly.
• Issue Identification and Resolution:
  • Diagnose and resolve basic technical issues or usage problems efficiently.
  • Guide customers through troubleshooting steps and provide clear instructions.
  • Escalate complex issues to Tier 2 or higher support levels when necessary, ensuring a seamless handoff.
• Documentation and Reporting:
  • Log all customer interactions and issues accurately in the company's ticketing system.
  • Maintain detailed records of customer interactions, issues, and resolutions.
  • Report recurring problems and customer feedback to higher support levels or management for continuous improvement.
• Knowledge Management:
  • Stay up-to-date with the latest product updates, features, and best practices.
  • Contribute to the knowledge base by documenting solutions and common issues.
  • Provide feedback to improve support resources and documentation.
• Customer Education and Training:
  • Assist customers with product setup and basic functionality.
  • Offer guidance on how to use specific features effectively.
  • Educate customers about best practices and product capabilities.
• Quality Assurance:
  • Ensure customer issues are resolved efficiently and to their satisfaction.
  • Monitor support metrics such as response time, resolution time, and customer satisfaction scores.
• Collaborate with other support team members and departments to resolve issues.
• Participate in team meetings and training sessions.
• Identify opportunities for improving support processes and customer experiences.
• Participate in ongoing training and professional development.

Qualifications

• Bachelor's Degree or equivalent SaaS experience
• Excellent communication skills, both written and verbal.
• Strong problem-solving skills and the ability to think analytically.
• Basic understanding of software applications and troubleshooting techniques.
• Ability to work effectively in a fast-paced environment and manage multiple tasks.
• Customer-focused mindset with a passion for delivering outstanding service.
• Prior experience in a customer support role is preferred but not required.

What We Offer:

This is an entry-level position with a salary that matches your experience. But that’s not all! We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Enjoy competitive health insurance plans, retirement savings options, and flexible work arrangements that fit your lifestyle.

Physical Requirements:

• Be local to Cleveland, OH , or Tenafly, NJ
• A distraction-free work-from-home space for your remote days
• Prolonged periods of sitting at a desk and working on a computer.
• Ability to use standard office equipment such as computers, keyboards, phones, etc.

What We Provide:

• A computer or laptop that meets all the necessary specs
• All the software and tools you need to succeed

ADA Compliance

RESTORE-Skills is committed to providing equal employment opportunities to qualified individuals with disabilities. We adhere to the principles of the Americans with Disabilities Act (ADA) to ensure that our workplace is accessible and inclusive. We strive to create an environment where all employees can perform their duties effectively and comfortably.

To support this commitment, we provide reasonable accommodations to qualified individuals with disabilities throughout the hiring process and during their employment. Our goal is to remove barriers and ensure that everyone has the opportunity to contribute to our mission.

Equal Opportunity Statement

At RESTORE-Skills, we are committed to being an Equal Opportunity Employer. Our policy is unequivocal: there shall be no discrimination based on age, disability, sex, race, religion or belief, gender identity, marriage or civil partnership, pregnancy or maternity, or sexual orientation.

We pride ourselves on being an inclusive organization that actively promotes equality of opportunity for everyone, ensuring a diverse mix of talent, skills, and potential. We welcome applications from a wide range of candidates. Selection for roles will be based solely on individual merit.

• Location: Be local to Cleveland, OH , or Tenafly, NJ

Qualifications

• Bachelor's Degree or equivalent SaaS experience
• Excellent communication skills, both written and verbal.
• Strong problem-solving skills and the ability to think analytically.
• Basic understanding of software applications and troubleshooting techniques.
• Ability to work effectively in a fast-paced environment and manage multiple tasks.
• Customer-focused mindset with a passion for delivering outstanding service.
• Prior experience in a customer support role is preferred but not required.