Tier 1 Customer Support Representative

Tier 1 Customer Support Representative

Required Skills & Experience

Qualifications:

• 2+ years of experience in a Tier 1 IT Support or Technical Customer Service role.
• Familiarity with basic troubleshooting techniques (e.g., password resets, browser settings, clearing cache/cookies).
• Experience using a ticketing system (e.g., Zendesk, Freshdesk, Service Now).
• Excellent customer service skills with a strong sense of empathy, patience, and professionalism.
• Strong verbal and written communication skills, including polished phone etiquette.
• Ability to work independently in a remote environment with a reliable internet connection.
• Comfortable learning new systems and adapting to evolving processes.

Key Responsibilities:

• Provide first-level technical support via phone, email, and chat to educators, administrators, and students.
• Troubleshoot common issues such as password resets, browser compatibility, cache/cookie clearing, and basic connectivity problems.
• Accurately log and manage support tickets using a ticketing system, ensuring timely follow-up and resolution.
• Communicate clearly and empathetically with users, maintaining a professional and courteous tone at all times.
• Collaborate with internal teams to escalate complex issues and ensure customer satisfaction. Maintain up-to-date knowledge of system updates, product features, and support protocols