Job Description

Tier 1 Customer Support Agent

(Remote- US Based)


The Tier 1 Customer Support Agent is responsible for providing front-line support to customers via email, chat, and phone. Their primary focus is to address common customer issues and provide “how-to” support for product usage questions. They are responsible for resolving product or service problems by clarifying the customer’s questions and explaining the best solution to solve a problem while maintaining established Service Level Objectives. The Tier 1 agent is also responsible for identifying product problems and requests that require additional expertise or advanced troubleshooting and escalating those to the Tier 2 team after initial triage and collecting basic information.

A strong performer in this role will demonstrate a high sense of urgency in responding quickly and effectively to customer requests, the ability to promptly identify items that should be escalated, and a continuous desire to learn about Gingr and its customers.


  • Receive and respond to customer inquiries received via email, chat, and phone
  • Classify inquiries based on severity and priority
  • Investigate and/or resolve inquiries according to knowledge base articles and other reference materials
  • Escalate issues requiring additional expertise, investigation, or troubleshooting to the Tier 2 team
  • Accept and retain ownership of requests, providing timely updates to customers until a resolution is reached or an escalation is needed
  • Participate in providing support coverage on recognized holidays 2-3 times per year
  • Assist with backup coverage for Tier 2 as needed, handling customer inquiries that are escalated by the Tier 1 Support team
  • Outstanding written and verbal communication skills, including the ability to effectively interact with internal teams, partners, and customers
  • Ability to multi-task in a fast-paced and constantly evolving environment
  • Self-motivated to gain basic proficiency with new technologies such as Zendesk, slack, teams, Hubspot
  • Ability to work independently or work in small teams
  • Strong analytical problem-solving abilities


  • High School Diploma or equivalent
  • 1-2 years of experience in a customer service or helpdesk role


  • Experience troubleshooting software issues
  • Excellent verbal and written communication skills
  • Experience working in the pet-care industry is a huge plus