Tier 1 Support Analyst
SyndigoJob Summary
As a Tier 1 Support Analyst, you will provide exceptional customer service and support to our clients. You'll be the first point of contact for customers, triaging issues and escalating them when necessary. The role requires time management skills, collaboration, and technical curiosity. We offer multiple Tier 1 Assistance Groups due to our diverse services. Our team values helping people and working in a collaborative environment. Key responsibilities include answering calls and emails, managing daily work, maintaining product knowledge, addressing client needs, educating customers on features, escalating issues, meeting performance metrics, troubleshooting, and maintaining professionalism. The ideal candidate has 1-2 years of customer service experience, excellent communication skills, problem-solving abilities, empathy, a sense of urgency, proficiency in Microsoft Office, and basic technical terminology. Salary range is $49k-$53k per year.
The Tier 1 support analyst will be responsible for providing exceptional customer service and support to our clients They will be the first point of contact for our customers, and responsible for triaging issues and escalating them to the appropriate teams when necessary. The ideal candidate will need to have time management skills, be able to collaborate and work independently, and show technical curiosity.
We have multiple Tier 1 Assistance Groups due to the number of services we offer our clients. Our team of Tier 1 Analysts enjoy helping people and figuring out resolutions with a collaborative team environment.
HOW WE’LL BE WINNING TOGETHER DAY TO DAY
Answering inbound calls and emails from customers as well as responding in a timely and professional manner
Managing your day-to-day work
Maintaining knowledge of our products and services to provide accurate information to customers
Fully addressing client’s questions/issues to make sure they have what they need
Use opportunities to not only assist customers, but also educate them on important features and processes when necessary
Escalating issues to our Tier 2 support teams when necessary
Meeting or exceeding performance metrics, such as response time, resolution time, and customer satisfaction ratings
Troubleshooting technical issues and providing solutions to customers
Maintaining a positive and professional attitude with all clients and teammates
WE SHOULD TALK IF THIS SOUNDS LIKE YOU
1-2 years of experience in customer service or a related field
Personable, engaging, and positive personality
Excellent communication skills, both verbal and written
Ability to work independently and as part of a team
Excellent problem-solving and critical-thinking skills
Ability to empathize with customers and convey confidence
Works with a sense of urgency with the ability to prioritize individual tasks
Proficient in Microsoft Office and other basic computer skills
Knowledge of basic technical terminology preferred
#LI_Remote
