Introduction to Togetherwork
Imagine being part of a dynamic team that empowers communities and organizations to thrive. At Togetherwork, we're dedicated to providing innovative software and financial solutions that help our customers manage and grow their communities. Our mission is to enhance the depth and breadth of member engagement, and we're looking for a talented Tier 1 Customer Support Representative to join our team. As a remote US-based SaaS customer service expert, you'll play a vital role in delivering exceptional support to our customers, ensuring their success and satisfaction with our products.
Job Summary
As a Tier 1 Customer Support Agent, you'll be the first point of contact for our customers, providing front-line support via phone and email. Your primary focus will be on addressing common customer issues, providing "how-to" support for SaaS product usage questions, and resolving product or service problems in a timely and professional manner. You'll be responsible for maintaining established Service Level Objectives, identifying product problems that require additional expertise, and escalating issues to the Tier 2 team as needed.
Key Responsibilities
- Receive and respond to customer inquiries via phone and email, ensuring prompt and effective resolution of issues
- Classify inquiries based on severity and priority, using your judgment to determine the best course of action
- Investigate and resolve inquiries according to knowledge base articles and other reference materials, staying up-to-date with the latest product information
- Log all incidents and manage ticket tracking system as per departmental standards, maintaining accurate records and ensuring seamless communication with customers
- Escalate issues requiring additional expertise, investigation, or troubleshooting to the Tier 2 team, ensuring that customers receive the support they need
- Accept and retain ownership of requests, providing timely updates to customers until a resolution is reached or an escalation is needed, demonstrating a commitment to customer satisfaction
- Participate in providing support coverage on recognized holidays, ensuring that our customers receive uninterrupted support
- Assist with backup coverage for Tier 2 as needed, handling customer inquiries that are escalated by the Tier 1 support team, and demonstrating your ability to work in a fast-paced and dynamic environment
Requirements
To be successful in this role, you'll need:
- High School Diploma or equivalent, with a strong foundation in customer service and support
- At least 2 years of experience in a SaaS customer support role, with a proven track record of delivering exceptional customer experiences
- Excellent verbal and written communications skills, with the ability to articulate complex technical information in a clear and concise manner
- Outstanding interpersonal and customer care skills, with a strong emphasis on empathy, professionalism, and relationship-building
- Ability to multi-task in a fast-paced and constantly evolving environment, with a strong focus on prioritization, organization, and time management
- Detail-oriented, with excellent organizational skills and the ability to manage multiple issues simultaneously, ensuring that customers receive timely and effective support
- Experience with Jira and Zendesk is highly preferred, with a willingness to learn and adapt to new technologies and systems
Essential Skills and Competencies
- Strong problem-solving and analytical skills, with the ability to think critically and outside the box
- Excellent communication and interpersonal skills, with a strong emphasis on customer-centricity and empathy
- Ability to work in a fast-paced and dynamic environment, with a strong focus on adaptability, flexibility, and resilience
- Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
- Proficiency in using technology, including software applications, hardware, and operating systems, with a willingness to learn and adapt to new systems and tools
Career Growth Opportunities and Learning Benefits
At Togetherwork, we're committed to helping our employees grow and develop in their careers. As a Tier 1 Customer Support Representative, you'll have access to:
- Comprehensive training and onboarding programs, designed to help you succeed in your role and develop your skills and knowledge
- Ongoing coaching and feedback, with a focus on continuous improvement and professional development
- Opportunities for career advancement, with a clear path for progression and growth within the company
- Access to industry-leading tools and technologies, with a focus on innovation and staying ahead of the curve
- A collaborative and dynamic work environment, with a strong emphasis on teamwork, communication, and mutual support
Work Environment and Company Culture
At Togetherwork, we're proud of our diverse and inclusive workplace culture. We believe in:
- Empowering our employees to succeed, with a focus on autonomy, accountability, and trust
- Fostering a culture of innovation and creativity, with a emphasis on experimentation, learning, and growth
- Building strong relationships with our customers, partners, and communities, with a focus on empathy, understanding, and mutual respect
- Supporting our employees' well-being and work-life balance, with a range of benefits and perks designed to promote health, happiness, and fulfillment
- Celebrating our differences and promoting diversity, equity, and inclusion, with a commitment to creating a workplace where everyone feels valued, respected, and empowered to succeed
Compensation, Perks, and Benefits
We offer a competitive salary range of $40,000 - $45,000 USD per year, depending on experience and location. In addition to your salary, you'll also receive:
- Comprehensive employee benefits program, including medical, dental, and vision insurance options
- 100% Employer paid short/long term disability, basic life, and 401(k) option with 100% company match up to 4%
- Flexible paid personal/vacation time, built on mutual trust and accountability, with 10 sick days annually and 10 company paid holidays
- 6 weeks paid parental leave, pet insurance, medical travel benefits, infertility benefits, Teladoc, and employee assistance program
- Wellness benefits and engagement platform, designed to promote health, happiness, and fulfillment
Conclusion
If you're passionate about delivering exceptional customer experiences, and you're looking for a dynamic and supportive work environment, we encourage you to apply for this exciting opportunity. As a Tier 1 Customer Support Representative at Togetherwork, you'll be part of a talented team that's dedicated to empowering communities and organizations to thrive. Don't miss out on this chance to join our team and take your career to the next level. Apply today and discover a workplace where you can grow, learn, and succeed!
We Encourage You to Apply!
Even if you feel you're not a perfect match, we'd still love to hear from you. We're looking for great people to join our friendly team, and we're committed to building a diverse and inclusive workplace culture. So why wait? Apply now and take the first step towards an exciting and rewarding career with Togetherwork!
Apply Now