Customer Support Agent, Togetherwork
Tier 1
$40-45k
More information about location
Mission-critical software & payments solutions
Be an early applicant
Mission-critical software & payments solutions
201-500 employees
Be an early applicant
$40-45k
More information about location
201-500 employees
Company mission
To ignite the spirit of unity, empower collective growth, and propel communities toward extraordinary achievements.
Role
Who you are
- High School Diploma or equivalent
- At least 2 years of experience in a SaaS customer support role
- Excellent verbal and written communications skills
- Outstanding interpersonal and customer care skills, capable of managing relationships while resolving technical issues with empathy and professionalism
- Ability to multi-task in a fast paced and constantly evolving environment
- Detail-oriented, with excellent organizational skills and ability to manage multiple issues simultaneously
- Experience with Jira and Zendesk highly preferred
What the job involves
- A Tier 1 Customer Support Agent is responsible for providing front-line support to customers via phone and email
- Their primary focus is to address common customer issues and provide “how-to” support for SaaS 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 Togetherwork and its customers
- Receive and respond to customer inquiries via phone and email
- Classify inquiries based on severity and priority
- Investigate and/or resolve inquiries according to knowledge base articles and other reference materials
- Log all incidents and manage ticket tracking system as per departmental standards
- Escalate issues requiring additional expertise, investigation, or troubleshooting to the Tier 2 team
- Accept and retain ownership of request, providing timely updates to customers until a resolution is reached or an escalation is needed
- Participate in providing support coverage on recognized holidays
- Assist with backup coverage for Tier 2 as needed, handling customer inquiries that are escalated by the Tier 1 support team
Our take
Togetherwork specializes in providing software and payment solutions tailored for member-based organizations. The company offers a suite of tools designed to enhance group management, member engagement, and financial operations.
The company has built a strong reputation for supporting organizations in their growth and operational needs. With solutions that are crafted to simplify membership management, improve communication and optimise payment processes, organizations can deliver high-quality services to their members and constituents.
Recently, the company secured substantial funding, highlighting backers' faith in the company. This funding will support the company's plans to enhance its capabilities and expand its reach, continuing its mission to strengthen member-based organizations and contribute to their growth and success.
Steph
Company Specialist at Welcome to the Jungle
Company
Company benefits
- Medical, dental, and vision insurance options
- 100% Employer paid short/long term disability
- Basic Life
- 401(k) option with 100% company match
- Flexible paid personal/vacation time built on mutual trust and accountability
- 10 sick days annually
- 10 company paid holidays
- 6 weeks paid parental leave
- Pet Insurance
- Medical Travel Benefits
- Infertility Benefits
- Teladoc
- Employee Assistance Program
- Wellness Benefits & Engagement Platform
Company HQ
Civic Center, New York, NY
Leadership
Neil Platt
(CEO)They have spent most of the past 20 years as a Software and Payments Entrepreneur and Executive, nurturing and growing successful fintech companies.
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