
Tier 1 Technical Support Specialist
3 weeks ago
Position Summary:
We are hiring a Tier 1 Technical Support Specialist to be the first line of defense for customers experiencing technical issues. This role focuses on rapid issue resolution, quality customer interactions, and escalating complex problems appropriately.
Job Details:
Work from home
Monday to Friday | 8 AM to 5 PM EST (9 PM to 6 AM PHT)
Following PH Holidays
Key Responsibilities:
Provide front-line support via chat, phone, and tickets for basic technical issues
Troubleshoot and resolve routine customer problems efficiently and professionally
Accurately document support interactions in the ticketing system
Escalate unresolved or complex issues to Tier 2 or Engineering
Maintain a high level of customer satisfaction through courteous communication
Learn and understand the product/platform thoroughly to support users effectively
Qualifications:
1–2 years experience in a technical/customer support role
Strong written and verbal communication skills
Familiarity with helpdesk or ticketing systems (e.g., Freshdesk, Zendesk)
Excellent problem-solving and critical thinking skills
Ability to work under pressure in a fast-paced environment
Customer-centric mindset with attention to detail
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