
Junior Tier 1 Technical Support (Remote)
Job Description
Posted on: August 13, 2025
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Job Summary:
Total Expert is a company seeking a Tier 1 Technical Support representative to respond to user inquiries via live chat, email, and phone. The role involves troubleshooting product questions, fostering user adoption, and serving as a liaison between the company and its end users in a collaborative environment.
Responsibilities:
• Troubleshoot client's product questions or problems via live chat, email and phone, focusing on product functionality, operating environments and system configuration/setup.
• Serves as primary support liaison between Total Expert and end users.
• Responsible for documenting incidents in required tracking systems.
• Proactively keeps customer informed of how and when problems are resolved with strong focus on retention and reference ability.
• Manage workload to ensure all customers' issues are handled in a timely manner and driven to resolution.
• Conveys customer feedback and escalations to Team Lead/Management.
• Work collaboratively within Support and across other departments to insure proper handling of customer issues, i.e. Development, Customer Success, etc.
• Assists in verifying user-reported issues and communicating to the proper internal channel for resolution.
• Assists in testing resolutions to ensure effectiveness.
• Promotes and maintains a high quality, professional, service-oriented company image among end users and team members.
• Takes initiative to constantly expand product knowledge within our platform.
• Demonstrates ability to adapt to fluctuation and increase in workload.
• Required to participate in a Saturday shift (as a backup) following the rotation guidelines. Shift can be covered remotely or in the office. Access to internet will be required for remote coverage.
• Assists with other duties as assigned by management.
Qualifications:
Required:
• Associate degree or Equivalent SAAS Business Experience.
• Minimum of 2-4 years’ experience in a call center or customer service environment.
• Strong collaboration and team building skills.
• Excellent problem solving and troubleshooting skills.
• Ability to multi-task and adapt to a fast-paced environment.
• Good verbal and written communication skills.
• Strong attention to detail.
• Proficient PC skills with knowledge of various software applications used for troubleshooting, call resolution and logging.
• Excellent time management, decision making, and organizational skills to insure most effective and timely delivery of service to clients.
• Exceptional troubleshooting ability.
• Willingness to interact with customers in a professional, productive manner that enhances customers’ experience with Total Expert.
Company:
Total Expert is a SaaS company that develops enterprise-grade marketing operating system (MOS) built for financial services organizations. Founded in 2012, the company is headquartered in Saint Louis Park, Minnesota, USA, with a team of 201-500 employees. The company is currently Growth Stage.
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