Customer Support Specialist – Tier 1

AutoVitals · via Real Estate Jobs Australia

💰 $24 - $26/hr 🌎 Remote ⌛ Posted 12 days ago

Handle incoming phone calls and a high volume of support tickets across all channels
Resolve basic product questions involving feature use, navigation, account settings, user management, and access issues
Triage and route tickets to Tier 2 for process and configuration issues or Tier 3 for technical and integration issues
Document every interaction in the ticketing system with clear, complete notes
Meet target response and resolution times while maintaining high customer satisfaction
Identify gaps and unclear documentation in the knowledge base and flag them to Tier 4 for runbook updates
Adapt to change while supporting client usability, adoption, and exceptional customer service
Report directly to the Manager, Customer Support

1+ years in customer service, technical support, help desk, or similar customer-facing role
Strong written and verbal communication skills
Comfort following documented processes and using ticketing tools
Ability to come up to speed quickly on new software and product concepts
Self-starter who is naturally curious and motivated to find solutions
Sound judgment to recognize ticket type and route appropriately
Must be eligible to work in the United States
Bonus: SaaS support experience
Bonus: Exposure to the automotive or service industry
Bonus: Familiarity with A.I. tools or comfort using A.I. assistants to accelerate research and documentation