Technical Support Representative

At Peoplevine, we help businesses - from member-based organizations to hospitality groups - deliver exceptional guest and member experiences while efficiently managing operations through one integrated CRM platform.

Are you passionate about solving technical challenges and empowering customers through expert guidance? We're seeking a motivated L1 Technical Support Representative who can diagnose issues efficiently, provide clear solutions, and ensure seamless customer experiences. You'll work directly with users to resolve technical problems, guide them through platform features, and deliver step-by-step troubleshooting assistance. Through responsive communication and analytical problem-solving, you'll serve as a trusted resource, resolving system issues and helping our customers get the most out of Peoplevine's suite of tools.

• Serve as the initial point of contact for support tickets via chat, email, and phone.
• Resolve common product, account, billing, and usage-related issues.
• Identify, troubleshoot, and clearly document technical issues.
• Escalate unresolved or complex issues to Product Managers with complete documentation and troubleshooting steps.
• Follow up with customers to confirm resolution and satisfaction.

• Log, track, and update all support interactions in the ticketing system.
• Maintain accurate case notes, categorization, and resolution statuses.
• Meet service‑level agreements (SLAs) for first response time and resolution time.

• Guide customers on basic product setup, navigation, and best practices.
• Proactively suggest helpful features or workflows to improve customer outcomes.
• Contribute to knowledge base improvements by suggesting new articles or updates based on recurring issues.

• Follow all support workflows, escalation guidelines, and security/privacy policies.
• Maintain compliance with data protection and confidentiality standards.
• Participate in quality assurance reviews, coaching, and ongoing training.

• 2+ year experience in customer support, help desk, or call center environment (SaaS or technical support preferred).
• Strong written and verbal communication skills.
• Ability to explain technical concepts in simple, customer‑friendly language.
• Technical troubleshooting skills and comfort with web‑based software.
• Strong attention to detail and documentation accuracy.
• Ability to multitask, prioritize, and manage time effectively.

• Experience with ticketing systems (Intercom, Zendesk, Freshdesk, Jira, etc.).
• Experience supporting SaaS platforms, APIs, or CRM systems.
• Familiarity with SLAs, CSAT, and support metrics.
• Basic knowledge of HTML/CSS.

At Peoplevine, we’re dedicated to fostering connections - between businesses and their customers, and between technology and real-world impact. You’ll join a collaborative, supportive team that values your ideas, encourages growth, and celebrates your contributions.

• Location:
  
  Hybrid, Chicago
• Hours:
  
  40 hours per week, including Saturdays and Sundays
• Benefits:
  Private medical insurance; 401k plan; team days/nights out; company laptop