Part Time Tier 1 Support Agent (Remote- US Based)

Job Summary

The Tier 1 Customer Support Agent is responsible for providing frontline support to customers via email chat and phone for software products within TogetherworksPet Care vertical. Their primary focus is to address common customer issues and provide howto support for product usage questions. They are responsible for resolving product or service problems by clarifying the customers questions and explaining the best solution to solve a problem while maintaining established Service Level Objectives. The Tier 1 agent is also responsible for identifying product problems and requests that require additional expertise or advanced troubleshooting and escalating those to the Tier 2 team after initial triage and collecting basic information.

A strong performer in this role will demonstrate a high sense of urgency in responding quickly and effectively to customer requests the ability to promptly identify items that should be escalated and a continuous desire to learn about our pet care products and customers.

This is a part time role ranging from 1519.99 hours per week. Shifts can range anywhere from 5am MT to 6pm MT Monday through Friday with occasional weekends.

Responsibilities

• Receive and respond to customer inquiries received via email chat and phone
• Classify inquiries based on severity and priority
• Investigate and/or resolve inquiries according to knowledge base articles and other reference materials
• Escalate issues requiring additional expertise investigation or troubleshooting to the Tier 2 team
• Accept and retain ownership of requests providing timely updates to customers until a resolution is reached or an escalation is needed
• Participate in providing support coverage on recognized holidays 23 times per year
• Assist with backup coverage for Tier 2 as needed handling customer inquiries that are escalated by the Tier 1 Support team

Requirements

• High School Diploma or equivalent
• 12 years of experience in a customer support or helpdesk role
• Outstanding written and verbal communication skills including the ability to effectively interact with internal teams partners and customers
• Ability to multitask in a fastpaced and constantly evolving environment
• Selfmotivated to gain basic proficiency with new technologies such as Zendesk Teams and HubSpot
• Ability to work both independently and in small teams
• Strong analytical problemsolving abilities

Preferred

• Experience troubleshooting software issues in a SaaS environment
• Experience working in the petcare industry is a huge plus
• Preference for candidates located in Pacific or Mountain time Zones

Excited about this role but dont meet every single requirementStudies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Togetherwork we are dedicated to building a diverse inclusive and authentic workplace so if youre excited about this role but your past experience doesnt align perfectly with every qualification in the job description we encourage you to apply anyways. You may be just the right candidate for this or other roles.

The Company offers a comprehensive employee benefits program including:

• Medical dental and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with 100% company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave
• Pet Insurance
• Medical Travel Benefits
• Infertility Benefits
• Teladoc
• Employee Assistance Program
• Wellness Benefits & Engagement Platform

Inclusion and Diversity:Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race color religion gender gender identity sex sexual orientation disability veteran status age ethnic or national origin or any other basis protected by all local state or federal laws.

Salary Range Disclosure

The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including but not limited to location experience and performance. The range listed is just one component of Togetherworks total compensation package for employees. Other rewards may include discretionary bonuses long term incentives a flexible paid vacation/personal time policy 6 weeks paid parental leave and more.

Salary Range

US Remote: $41000 USD per year

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations camps unions fraternities & sororities gyms dance studios religious congregations pet services and more.

Our missioncritical tools help our customers manage and grow their communities and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.