Technical Support Level 1 - REMOTE U.S.

JOB DESCRIPTION 

JOB TITLE: Level 1 Technical Support 

DEPARTMENT: Technical Support 

REPORTS TO: Technical Support Manager 

CLASSIFICATION: EXEMPT

LOCATION: Remote, United States 

SUMMARY OF DUTIES AND RESPONSIBILITIES 

The Level 1 Technical Support Technician serves as a front-line resource for assisting customers with product-related questions, technical issues, and system troubleshooting. This role is responsible for delivering high-quality support experiences through timely and accurate resolution of issues, while escalating more complex cases to Level 2 when appropriate. Level 1 Technicians primarily handle general support, user guidance, and initial troubleshooting steps. 

PRIMARY DUTIES AND RESPONSIBILITIES: 

• Respond to customer inquiries via phone and email with professionalism, technical accuracy, and empathy, ensuring a high level of customer satisfaction through timely and effective resolution
• Diagnose and resolve technical issues, provide product guidance, and escalate more complex problems as needed
• Accurately document customer interactions in the ticketing system, including call summaries and troubleshooting steps when applicable, ensuring all relevant details are captured during escalations
• Escalate issues that require action outside the scope of Technical Support, ensuring timely handoff and resolution
• Adhere to all departmental Standard Operating Procedures (SOPs), including those related to troubleshooting, escalation, scheduling, and attendance

EDUCATION AND EXPERIENCE 

• High School Diploma
• Minimum of 1 year of customer service or technical support experience required
• Experience using basic SQL queries or similar database tools for troubleshooting and data retrieval is preferred
• Background in SaaS, software support, or a technical customer-facing environment is preferred