The Tier 1 Support position is a customer-facing role providing triage and support to One Door’s customer base. This position requires the ability to analyze & problem solve customer requests and follow the escalation process as necessary. Additionally this role is responsible for ongoing updates about open tickets (requests) and ensuring documentation is accurate.
This critical role is the face of One Door for our enterprise and mid-market level customer support inquiries, and requires excellent customer service skills. This is an excellent opportunity to learn, grow, and develop new skills and drive your career direction!
RESPONSIBILITIES
- Respond to end-user, phone, case, or chat requests for all support and service inquiries
- Analyze inquiries to determine if the requests can be solved at this level (Tier 1) or needs to be routed to services or support departments, then assign the inquiries accordingly
- Learn how to resolve basic computer, application, system, device, access, or performance issues and become the expert
- Advise users on the methods, steps, and actions to resolve and avoid future issues and provide documentation as needed
- As necessary, provide back-end support for tier 2 break-fix support resources
- Develop and maintain effective working relationships with cross-functional teams both internally and externally
- Proactively follow up, communicate, and update status to customers
- Collaborate with peers to ensure consistency of information and share best practices and knowledge
- Be resourceful & passionate about helping customers
- Update the internal knowledge base whenever possible to support future issue resolution and relevant customer input
- Desire and drive to grow
QUALIFICATIONS
- Bachelor’s degree
- Customer service skills & professionalism
- Desire to grow and learn
- Exceptional verbal and written English communication skills
- Proficient in Microsoft & Google Applications (Word, Excel, Sheets etc)
- Strong problem-solving and analytical skills
- Adept at maintaining pace and understanding urgency to meet customer deadlines
- Collaborative team player that can also work independently
- Photoshop experience a plus
