Tier 1 Customer Service

Job Description

Job Description

The Tier 1 Customer Service representative plays a vital role in delivering prompt and accurate support for technical issues, general inquiries, and product information. Working within a team of 11-20 members, this position utilizes helpdesk ticketing systems, live chat platforms, CRM software, and phone systems to ensure an excellent customer experience. The representative efficiently handles initial customer concerns and manages the escalation of complex cases to Tier 2 support.

Responsibilities

• Provide customer support via phone, live chat, and ticketing systems
• Resolve technical and general inquiries efficiently
• Accurately enter data and maintain documentation of all interactions
• Apply strong product knowledge to assist customers effectively
• Manage escalation of complex cases to Tier 2 support
• Collect and communicate customer feedback for service improvement
• Collaborate within the team to achieve service goals
• Use ticketing systems and CRM software to track customer issues

Preferred Qualifications

• 2+ years of experience in customer service
• Associate degree in Business or related field
• Proficiency with CRM software and helpdesk platforms
• Strong communication and active listening skills
• Excellent problem-solving and conflict resolution abilities
• Effective time management and multitasking capabilities
• Empathy and customer-focused mindset