Tier 1 Support Technician
: Job Details :

A Tier 1 Support Technician is responsible for providing quality and efficient customer service to new and existing customers. Duties are to resolve product or service problems by clarifying the customer's questions; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.As a Tier 1 Support Technician, you will:* Answer inbound calls from customers.* Make outbound calls to customers.* Field and respond to chats and emails.* Use CRM software to track customer cases and tickets until resolution.* Maintain customer records by updating account information.* Maintain product knowledge to improve performance and skill set.* Ensure customer success and satisfaction in a friendly and courteous manner.* Meet or exceed established performance requirements.* Engage in customer success and customer advocacy.* Assist fellow team members and other departments.* Contribute to team effort by ensuring the highest possible level of customer satisfaction.* Comprehend and diagnose customers' needs through high-level problem-solving.* Perform other duties as assigned.You are a strong fit for this role if you have:* High school diploma or equivalent.* Bachelor's degree in Business, MIS or related field or equivalent experience preferred but not required.* Ability to communicate clearly and concisely.* Strong interpersonal and relationship skills.* A high level of customer empathy.* Ability to prioritize workload.* Ability to demonstrate adaptability and flexibility in work products.* Ability to remain professional when under pressure.* Sound decision making and judgment.* An understanding of when to escalate issues.* Accountable and results-focused.* Displays core values when working with customers and peers.* Completed and passed Basic Product and Positional Training.Benefits:* Competitive salary based on experience* 20 days PTO and 13 days of companywide holidays* 8 hours to volunteer and impact your community* Comprehensive benefits (Health/Dental/Vision/401K)* The work/life set up you need to be successful.