Tier 1 Customer Support Agent

Job Summary

Seeking a detail-oriented and self-motivated individual with a passion for troubleshooting software issues and delivering tailored solutions to meet clients' business requirements. The ideal candidate excels in addressing both process-related ("how do I?") and business-oriented ("how should I?") inquiries and requests. In this role, you will play a crucial part in ensuring customer success with our product, striving to provide an excellent experience. This opportunity is perfect for candidates eager to contribute at the ground level and keen on personal and professional growth within the company.

Responsibilities 

• Responding to client questions and issues including bugs, feature requests, and business processes through email, chat, and phone.

• Working directly with clients, as well as, Development and Quality Assurance teams to identify, triage, and resolve system issues.

• Documenting frequently asked questions and preparing knowledge-based content.

• Documenting requirements and user stories for production issues and feature requests.

• Providing support for two software applications 

 Requirements 

• Outstanding written and verbal communication skills

• Strong multitasking and organization skills

• Proven proficiency in troubleshooting and setting priorities

• 1 year of experience software customer support

 Nice To Have

• Bachelor’s Degree

• Experience with customer support teams and processes

• Experience in the Pet Care industry

• Understanding of Software Development Life Cycle

• Experience with issue ticketing systems such as Jira and Zendesk

• SAAS support experience 

Excited about this role but don’t meet every single requirement?  Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification.  At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

The Company offers a comprehensive employee benefits program, including:

• 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

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. 

Salary Range Disclosure

The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork’s total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.

 Salary Range

US Remote: $40,000 USD per year 

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.

Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.

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