Entry Level Technical Support - Tier 1 - Remote

Security and AI products Awarded as the EdTech Product of the year three years in a row.

Awarded TOP PLACE TO WORK 3 years in a row 

Summary:

As a Tier 1 Support Representative, you will be responsible for resolving reported trouble tickets and providing exceptional customer service to our customers. Leveraging both internal and external resources, you will troubleshoot and resolve technical issues and escalate unresolved issues to the appropriate teams. To be successful in this role, you should possess a good understanding of IT, Networking, and Systems and have some experience supporting B2B customers via email/chat/phone. You should also be familiar with ticketing systems such as Zendesk and have solid troubleshooting skills. Additionally, you will contribute to internal documentation, including knowledgeable articles, videos, and white papers to aid in customer support.

The hours for this role will be 8 AM - 5 PM EST/CST and compensation is up to $45,000.

What You Will Do:

• Take ownership of reported trouble tickets and see problems through to resolution

• Leverage internal and external resources to identify, troubleshoot, and resolve customer issues

• Follow protocol for escalation of unresolved issues to the appropriate teams

• Provide prompt, honest, and accurate responses to customers

• Contribute to internal documentation, including knowledgeable articles, videos, and white papers

Preferred Qualifications, Skills, and Experience:

• Experience supporting B2B customers with their product or technical questions via email/chat/phone 

• Experience with Zendesk or other ticketing systems 

• Possess a basic/good understanding of IT, Networking, Systems

• Proven ability/desire to provide word class customer service 

• Possess solid troubleshooting skills 

• Able to work Monday through Friday 8 am-5 pm range EST/CST

We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

About Securly, Inc. 

• Recognized as Top Places to Work 3 years in a row 

• Product of the 3 years in a row

• Securly One Page

• 45-second cloud product demo

Innovation - Our innovative products and talented people have;

• Established Securly in over 20% of the US market and growing rapidly internationally 

• Implemented Securly into 15,000+ schools

• Monitored more than 5+ billion online activities

• Revolutionized student wellness and school safety for more than 10+ million children 

• Saved the lives of more than 1600+ children

Some of the Perks 

• Recognized as Top Places to Work for multiple years in a row

• Unlimited Vacation (Flex Time)

• Annual $1,000 Employee Professional Development Stipend 

• Holiday Break - closed the week between Christmas and New Year

• Summer Hours - close at 1 PM local time every Friday

  • Company-sponsored medical benefits including a comprehensive benefit package that includes an EAP and mental health resources

• Remote Work

• Virtual Happy hours

• 401k with employer match