Tier 1 Support Specialist

• Customer Interaction:
  • Respond to customer inquiries via phone, email, and chat with professionalism and empathy.
  • Deliver exceptional customer service by understanding and addressing customer needs promptly.
• Issue Identification and Resolution:
  • Diagnose and resolve basic technical issues or usage problems efficiently.
  • Guide customers through troubleshooting steps and provide clear instructions.
  • Escalate complex issues to Tier 2 or higher support levels when necessary, ensuring a seamless handoff.
• Documentation and Reporting:
  • Log all customer interactions and issues accurately in the company's ticketing system.
  • Maintain detailed records of customer interactions, issues, and resolutions.
  • Report recurring problems and customer feedback to higher support levels or management for continuous improvement.
• Knowledge Management:
  • Stay up-to-date with the latest product updates, features, and best practices.
  • Contribute to the knowledge base by documenting solutions and common issues.
  • Provide feedback to improve support resources and documentation.
• Customer Education and Training:
  • Assist customers with product setup and basic functionality.
  • Offer guidance on how to use specific features effectively.
  • Educate customers about best practices and product capabilities.
• Quality Assurance:
  • Ensure customer issues are resolved efficiently and to their satisfaction.
  • Monitor support metrics such as response time, resolution time, and customer satisfaction scores.
• Team Collaboration:
  • Collaborate with other support team members and departments to resolve issues.
  • Participate in team meetings and training sessions.
• Continuous Improvement:
  • Identify opportunities for improving support processes and customer experiences.
  • Participate in ongoing training and professional development.

Qualifications

• Bachelor's Degree or equivalent SaaS experience 
• Excellent communication skills, both written and verbal. 
• Strong problem-solving skills and the ability to think analytically.
• Basic understanding of software applications and troubleshooting techniques.
• Ability to work effectively in a fast-paced environment and manage multiple tasks.
• Customer-focused mindset with a passion for delivering outstanding service.
• Prior experience in a customer support role is preferred but not required.

What We Offer:

This is an entry-level position with a salary that matches your experience. But that’s not all! We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Enjoy competitive health insurance plans, retirement savings options, and flexible work arrangements that fit your lifestyle.

Physical Requirements:

• Be local to Cleveland, OH, or Tenafly, NJ
• A distraction-free work-from-home space for your remote days
• Prolonged periods of sitting at a desk and working on a computer.
• Ability to use standard office equipment such as computers, keyboards, phones, etc.

What We Provide:

• A computer or laptop that meets all the necessary specs
• All the software and tools you need to succeed

ADA Compliance

RESTORE-Skills is committed to providing equal employment opportunities to qualified individuals with disabilities. We adhere to the principles of the Americans with Disabilities Act (ADA) to ensure that our workplace is accessible and inclusive. We strive to create an environment where all employees can perform their duties effectively and comfortably.

To support this commitment, we provide reasonable accommodations to qualified individuals with disabilities throughout the hiring process and during their employment. Our goal is to remove barriers and ensure that everyone has the opportunity to contribute to our mission.

Equal Opportunity Statement

At RESTORE-Skills, we are committed to being an Equal Opportunity Employer. Our policy is unequivocal: there shall be no discrimination based on age, disability, sex, race, religion or belief, gender identity, marriage or civil partnership, pregnancy or maternity, or sexual orientation.

We pride ourselves on being an inclusive organization that actively promotes equality of opportunity for everyone, ensuring a diverse mix of talent, skills, and potential. We welcome applications from a wide range of candidates. Selection for roles will be based solely on individual merit.

If you wish to be considered for this position, please send your resume and bio to amanda@restoreskills.com.