Technical Support Level 1 - REMOTE U.S.

JOB DESCRIPTION JOB TITLE: Level 1 Technical Support DEPARTMENT: Technical Support REPORTS TO: Technical Support Manager CLASSIFICATION: EXEMPTLOCATION: 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 resolutionDiagnose and resolve technical issues, provide product guidance, and escalate more complex problems as neededAccurately document customer interactions in the ticketing system, including call summaries and troubleshooting steps when applicable, ensuring all relevant details are captured during escalationsEscalate issues that require action outside the scope of Technical Support, ensuring timely handoff and resolutionAdhere to all departmental Standard Operating Procedures (SOPs), including those related to troubleshooting, escalation, scheduling, and attendance EDUCATION AND EXPERIENCE High School DiplomaMinimum of 1 year of customer service or technical support experience requiredExperience using basic SQL queries or similar database tools for troubleshooting and data retrieval is preferredBackground in SaaS, software support, or a technical customer-facing environment is preferred