Job Description
Tier 1 Customer Support Agent
(Remote- US Based)
JOB SUMMARY:
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.
RESPONSIBILITIES:
- 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
REQUIREMENTS:
- High School Diploma or equivalent
- 1-2 years of experience in a customer service or helpdesk role
PREFERRED:
- Experience troubleshooting software issues
- Excellent verbal and written communication skills
- Experience working in the pet-care industry is a huge plus
