Tier 1 Tech Support Specialist — CRM & Troubleshooting

Savvas Learning Company; California; On-site; USD 26,000 - 29,000; Full time

Benefits offered by this job

Sick time

401(k) with company match

Company-issued laptop

Job summary

Savvas Learning Company in California is seeking a Technical Support Representative Tier 1 to assist customers by troubleshooting and resolving issues across Savvas products and platforms. You will document interactions in Salesforce, balancing technical and customer service to deliver a positive experience via phone, chat, or email.

This role requires clear communication, strong problem solving and critical thinking, and the ability to work in a fast-paced environment.

Qualifications

• High school diploma or GED.
• Call center experience preferred.
• Experience with CRM documentation in Salesforce.
• Proficient in Windows and Mac, browsers and plug-ins.
• Strong written and verbal communication skills.
• Ability to document issues clearly in Salesforce.
• Ability to multitask in a high-volume environment.
• Ability to sit/stand at a computer up to 8 hours.

Responsibilities

• Process email, chat and phone requests in a high-volume environment.
• Document interactions in Salesforce CRM.
• Manage open case lists and prioritize follow-up work.
• Provide a positive, friendly, empathetic customer experience.
• Control the flow of calls and manage hold times.
• Research issues to provide accurate solutions.
• Communicate complex technical information in understandable terms.
• Remain calm and professional with upset customers.
• Multitask across channels and prioritize tasks.
• Other duties and projects as assigned.

Skills

Customer service

Technical troubleshooting

Critical thinking

Communication skills

Strong team player

Attention to detail

Multitasking

Education

High school diploma or GED

Tools

Salesforce

Microsoft Office

Google Suite

Job description

Savvas Learning Company in California is seeking a Technical Support Representative Tier 1 to assist customers by troubleshooting and resolving issues across Savvas products and platforms. You will document interactions in Salesforce, balancing technical and customer service to deliver a positive experience via phone, chat, or email.

This role requires clear communication, strong problem solving and critical thinking, and the ability to work in a fast-paced environment.