Client Success & Support Tier 1 Support Agent USA · Atlanta-area candidates preferred · Full-Time

USA
· Atlanta-area candidates preferred
· Full-Time

We are seeking a motivated and customer-focused Tier 1 Support Agent to serve as the first point of contact for Win Gen users. In this role, you will handle inbound support requests from home service contractors, home retailers, and users, triaging issues, resolving common problems, and escalating complex cases to our Advanced Support team.

You will play a critical role in maintaining the quality of the Win Gen customer experience and ensuring that our clients can operate efficiently on the platform.

• Serve as the first point of contact for Win Gen users submitting support requests via phone, email, and help desk ticketing systems.
• Triage incoming tickets, gather relevant information, reproduce issues where possible, and resolve common platform questions and user errors.
• Accurately document all support interactions, resolutions, and follow-up actions in Zoho Desk or the designated ticketing platform.
• Escalate unresolved or complex issues to the Advanced Support Specialist with clear, complete documentation to enable efficient handoff.
• Guide users through Win Gen workflows, account configurations, and standard troubleshooting steps via multiple communication channels.
• Identify recurring issues and patterns and report them to the Advanced Support Specialist for root cause analysis.
• Maintain and contribute to the internal knowledge base, help articles, and FAQ documentation to reduce repeat ticket volume.
• Support onboarding of new users by responding to setup and configuration questions and directing clients to appropriate resources.
• Maintain a professional, helpful, and solution-oriented presence in every client interaction to protect and strengthen customer relationships.
• Participate in team meetings and training sessions to stay current on Win Gen product updates, new features, and support processes.

• Education:
  
  High school diploma or equivalent required. Associate’s or Bachelor’s degree in Computer Science, Information Technology, Business, or a related field is a plus.
• Experience:
  
  Minimum of 1 year of experience in a customer-facing technical support, help desk, or IT support role. Experience with SaaS platforms is preferred.
• Technical
  
  Skills:
  
  Proficiency with Microsoft Office 365 and Teams. Comfort navigating web-based applications and ticketing systems. Familiarity with basic troubleshooting techniques for software and account issues.
• Communication:
  Clear and professional verbal and written communication skills, with the ability to explain technical concepts to non-technical users patiently and effectively.
• Problem-Solving:
  Ability to methodically diagnose issues, follow established support procedures, and determine when to elevate versus resolve independently.
• Customer Focus: A genuine commitment to client satisfaction, with the ability to manage frustrated or time-sensitive customers with professionalism and empathy.
• Organization:
  Ability to manage a queue of open tickets simultaneously, prioritize by urgency, and follow through on all open items without needing to be reminded.

• Experience with Zoho Desk, Zoho CRM, Service Now, Zen Desk, or comparable help desk platforms.
• Familiarity with retail home services, trades, or contractor businesses.
• Exposure to cloud-based platforms such as Microsoft Azure, AWS, or Google Cloud.
• Basic knowledge of SQL, APIs, or data workflows.
• CompTIA A+ or Microsoft 365 Fundamentals certification, or equivalent.

• Competitive base salary + bonus.
• Career growth opportunities as Win Gen continues to expand.
• Training, mentorship, and a collaborative team culture.
• Company sponsored 401(k) with matching.
• Flexible PTO plus observed company holidays.

Win Gen is an industry leader in lead-to-sale automation, delivering AI and cloud-based technology that empowers service providers, home retailers, and OEMs. From lead capture and management to seamless integration across business systems, Win Gen helps providers convert consumer demand into sales with greater speed and efficiency.

Supporting more than 20 trades, with leads generated through in-store, web, and call center channels, Win Gen processes over 4 million consumer leads annually and drives more than $3 billion in sales each year.

SwordPoint AI is a software development and solutions company specializing in applied artificial intelligence, data collection, analysis, and cloud-based applications. Through our portfolio companies, Win Gen, Journey Connected Data and Shipadvisor, we deliver innovative platforms that drive measurable business outcomes across multiple industries.