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Junior Tier 1 Technical Support (Remote)

Jobright.ai
Department:Technical Support
Type:REMOTE
Region:USA
Location:United States
Experience:Entry level
Estimated Salary:$30,000 - $45,000
Skills:
TECHNICAL SUPPORTCUSTOMER SERVICETROUBLESHOOTINGSAASLIVE CHAT SUPPORTEMAIL SUPPORTPHONE SUPPORT
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Job Description

Posted on: August 13, 2025

Jobright is an AI-powered career platform that helps job seekers discover the top opportunities in the US. We are NOT a staffing agency. Jobright does not hire directly for these positions. We connect you with verified openings from employers you can trust.

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.

Originally posted on LinkedIn

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