Tier 1 Support Agent, Togetherwork

• 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 our pet care products and customers
• High School Diploma or equivalent
• 1-2 years of experience in a customer support or helpdesk role
• 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, Teams, and HubSpot
• Ability to work both independently and in small teams
• Strong analytical problem-solving abilities

Desirable

• The Tier 1 Customer Support Agent is responsible for providing front-line support to customers via email, chat, and phone for software products within Togetherwork's Pet Care vertical
• 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
• 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