Tier 1 Support Specialist

📋 Description

• Serve as the first point of contact for support requests via ticketing, email, or chat
• Troubleshoot and resolve issues with account access, site functionality, and platform inquiries
• Document incidents, track resolution progress, and communicate updates to stakeholders
• Escalate complex issues to Tier 2/3 support or engineering teams with clear context
• Monitor system alerts and flag potential problems before they escalate
• Maintain and improve knowledge base articles, FAQs, and user documentation

🎯 Requirements

• Experience providing technical support in a fast-paced environment
• Comfortable with ticketing systems such as Jira, ServiceNow, or Zendesk
• Ability to explain technical issues clearly to non-technical users
• Familiarity with web apps, user accounts, and common troubleshooting
• Strong attention to detail and follow-through on open issues
• Thrives in a remote, collaborative environment and helps people solve problems

🎁 Benefits

• Fully remote
• Tech & Education Stipend
• Comprehensive Benefits Package
• Company Match 401(k) plan
• Flexible PTO, Paid Holidays