Technical Support Specialist (Tier 1)

About Reputation

Reputation has changed the way companies improve their customer experience through feedback. Based in Silicon Valley and founded in 2013 Reputation is the only platform that empowers companies to fulfill their brand promise by measuring managing and scaling their reputation performance in real-time everywhere. Functioning as a business eyes and ears in the spaces where customers talk post review and recommend Reputation AI-powered product stack analyzes vast amounts of public and private feedback data to uncover predictive insights for companies to act on and improve their online reputations. Visit to learn more.

Reputation continues to earn recognition as a trusted leader in both innovation and partnership. Most recently the company was named an Inc. Power Partner a distinction awarded to B2B organizations with a proven track record of helping clients thrive. Reputation was also officially Certified as a Great Place to Work reflecting its commitment to cultivating a world-class culture that fuels long-term success for employees and customers alike.

Why work at Reputation

• Reputation has achieved substantial annual recurring revenue from Global Fortune 1000 companies and continues to grow worldwide.

• Weve secured significant funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins including a major equity financing from Marlin Equity Partners in January 2022.

• Reputation is trusted by more than 250 partners including Google Meta Yelp Apple Business Connect Healthgrades and Entrata.

• The platform is used by major automotive OEMs and thousands of their new vehicle dealerships. Additionally hundreds of healthcare systems and their locations along with top property management firms have integrated Reputation within their organizations.

• Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.

• Who thrives at Reputation Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

• Our Mission: Help businesses always know what their customers are saying about them and always act on that feedback.

This is your opportunity to join a dynamic and customer-obsessed technical support team at Reputation where youll be the first point of contact for users seeking help with our platform. As Technical Support your ability to resolve frontline issues sets the tone for every customers journey. Youll play a pivotal role in ensuring that our clients feel supported understood and empowered to get the most out of our technology. This role also directly contributes to the feedback loop that improves our products documentation and customer experience processes across departments.

You will manage a high volume of customer support requests and take ownership of resolving common technical issues. Using internal tools troubleshooting guides and collaboration with Tier II you will ensure each customer gets timely accurate help. Your efforts will influence customer satisfaction onboarding success and overall platform trust.

Responsibilities:

• Serve as the frontline contact for customer issues via phone email and chat.

• Troubleshoot and resolve basic to moderately complex issues using internal documentation.

• Triage and escalate more complex problems to Tier II with detailed case notes.

• Maintain documentation accuracy and quality within Salesforce.

• Educate customers on platform features and best practices.

• Contribute to support knowledge base content and improvements.

Qualifications:

• 02 years technical support customer support or SaaS experience.

• Ability to work a hybrid work schedule: 2 days in office on Tuesday and Wednesday (subject to change)

• Strong verbal and written communication skills.

• Experience with Salesforce or similar CRM tools strongly preferred.

• Basic Excel knowledge and comfort with technical documentation.

• Familiarity with social media or online reputation tools is a plus.

• Detail-oriented and focused on resolving customer pain points quickly.

• Empathetic and able to translate technical information into everyday language.

• Thrives in high-volume fast-moving environments.

• Highly collaborative eager to learn and always looking for ways to improve the customer experience.

• Flexible adaptable and willing to take initiative.

When you join Reputation you can expect:

• Flexible working arrangements.

• Career growth with paid training tuition opportunities.

• Active Employee Resource Groups (ERGs) to engage with.

• An equitable work environment.

• We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race religion color national origin gender sexual orientation age marital status veteran status or disability status.

• At Reputation were committed to building a workforce that reflects a broad range of backgrounds experiences and perspectives. We believe that diversity strengthens our team drives innovation and helps us better serve our customers and communities. Through inclusive hiring practices and ongoing initiatives we strive to create a workplace where everyone feels valued and empowered to contribute

Company benefits include:

• Company paid private health insurance for you and your family

• Life Insurance (4 x salary)

• Employee Assistance Program

• 21 paid company holidays plus bank holidays every addition enjoy 6 Recharge Days which are wellness days where the entire company takes time off together to rest recharge and prioritize mental health.

• Take advantage of our Cycle Scheme and save up to 8% on home and tech products and spread the cost interest-free.

• Our Employee Resource Groups (ERGs) provide opportunities to connect share experiences and support one another in creating an inclusive community. On top of that enjoy monthly social events to build connections and have fun with your team.

• Free car parking at our Liverpool UK office

• At our Liverpool office you can enjoy free snacks and beverages to keep you energized throughout the day. Plus take advantage of 15 towards lunch for 3 days a week with Deliveroo while you are working in the office.

• Gym membership up to 20 per month

• Opportunity to participate in giveback & cultural activities.

We are proud to be an equal opportunity employer and strongly value diversity within our company. We are committed to ensuring a workplace free from discrimination where everyone is treated fairly regardless of race religion ethnicity gender sexual orientation age marital status disability or any other protected characteristic. We believe that diverse perspectives foster innovation and contribute to our shared success and we welcome all individuals to join us in creating an inclusive environment.

To learn more about how we handle the personal data of applicants visit ourCandidate Privacy Notice.

Applicants only - No 3rd party agency candidates.