Technical Customer Support, Togetherwork

• However, we are looking for someone with Tier 2 capabilities who can take on more complex technical challenges over time
• Bachelor’s degree in Information Systems, Business, or equivalent experience
• 3+ years of experience in customer support, with demonstrated Tier 2 troubleshooting skills
• Strong troubleshooting ability for SaaS applications, integrations, and payment processing systems
• Excellent problem-solving skills and a proactive approach to resolving technical issues
• Strong written and verbal communication skills
• Ability to analyze system behavior and identify underlying technical issues
• Experience documenting solutions, workflows, and best practices for internal and external use
• Comfortable working across teams, including Product Management, Engineering, and leadership
• Ability to manage multiple tasks, prioritize effectively, and work independently
• Strong time and project management skills
• Ability to remain calm under pressure and adapt to evolving customer needs

Desirable

• As a Customer Support Representative for our SaaS application, you will begin as Tier 1 support, handling customer inquiries, troubleshooting issues, and ensuring timely resolutions
• Within six months, you will be expected to operate at a Tier 2 level, handling escalated issues independently, collaborating with internal teams on product improvements, and proactively identifying solutions to recurring problems
• While there is no separate Tier 2 team at this time, this role is designed for someone who can go beyond basic troubleshooting and take ownership of more advanced technical issues
• Provide Tier 1 customer support via phone and email, ensuring prompt responses and resolution
• Meet first-response and resolution time SLAs
• Independently troubleshoot advanced technical issues and reduce reliance on escalations
• Support payment processing inquiries, including reconciliation, chargebacks, and point-of-sale terminal issues
• Be part of the off-hours on-call rotation for evenings, weekends and holidays
• Collaborate with Product Management, Engineering, and leadership to resolve complex technical issues
• Document solutions for recurring issues and contribute to an internal knowledge base
• Assist in user acceptance testing for application releases
• Train and educate customers on best practices to increase feature adoption and reduce support dependency
• Identify and suggest improvements for internal processes and product functionality based on customer feedback
• Proactively diagnose system issues beyond standard troubleshooting, providing in-depth analysis and potential fixes
• Act as a technical subject matter expert for internal teams and customers
• Growth Expectations:
• Within six months, you will be expected to operate at a Tier 2 level, taking full ownership of complex technical issues
• Training and mentorship will be provided, but you should have the technical aptitude and experience to transition quickly
• Success will be measured by your ability to resolve advanced issues independently, contribute to product and process improvements, and reduce reliance on Engineering escalations

• 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

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.