Customer Support Specialist I (Tier 1 Technical Support)

About the role

The Customer Support Specialist I is the first point of contact for users needing technical assistance with our software platform. Working on a fixed schedule aligned with U.S. business hours, you will deliver courteous, solution‑focused service via phone, chat, and email.

Key responsibilities

• Provide Tier 1 technical support, diagnosing and resolving software, workflow, configuration, and usability issues.
• Gather relevant information through active listening and targeted troubleshooting questions.
• Document all interactions, classifications, and resolutions accurately in the ticketing system.
• Prioritize tickets according to service‑level agreements and apply appropriate tags and priorities.
• Escalate complex cases to Tier 2 teams with complete documentation, including screenshots, error messages, and reproduction steps.
• Maintain ownership of cases until a successful handoff and keep customers informed throughout the process.

Required profile

• Reliability, punctuality, and strict adherence to the assigned schedule.
• Strong verbal and written communication skills for both technical and non‑technical audiences.
• Ability to remain calm and professional in urgent or escalated situations.
• Customer‑focused mindset with a commitment to first‑contact resolution.

Required skills