Tier 1 Support Agent, Togetherwork

• 6+ months of customer service experience (helpdesk, customer service, or pet care preferred)
• A love of problem-solving and helping others
• Comfort learning new tools like Zendesk, HubSpot, and Teams
• Ability to work independently while contributing to a highly collaborative remote team

Desirable

• As a Tier 1 Support Agent, you’ll be the friendly, knowledgeable first point of contact for our Pet Care software customers
• You’ll help users via email, chat, and phone—answering “how-to” questions, solving common issues, and ensuring every interaction leaves them feeling supported and confident
• You’ll play a key role in triaging requests, resolving problems, and escalating complex cases to Tier 2 when needed
• Along the way, you’ll grow your product expertise and contribute to improving the customer experience
• Deliver exceptional support through email, chat, and phone
• Help customers with “how-to” questions and common technical issues
• Troubleshoot and document inquiries using internal tools and resources
• Escalate complex issues to Tier 2 when needed, with clear context
• Maintain ownership of each case, ensuring follow-up and resolution