Customer Service & Technical Support Representative (Tier 1)

About the role

The Customer Service & Technical Support Representative (Tier 1) provides high‑quality assistance to customers through inbound and outbound phone interactions. The role focuses on first‑level troubleshooting, ensuring timely and professional resolution while adhering to company standards.

Key responsibilities

• Handle inbound and outbound customer calls professionally, answering within two rings.
• Provide first‑level technical troubleshooting and support following company and client guidelines.
• Document interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
• Assess issues, de‑escalate when possible, and escalate unresolved cases to higher‑tier support or third‑party vendors.
• Meet quality, productivity, and customer‑satisfaction targets while complying with company policies and confidentiality standards.

Required profile

• High school diploma or equivalent; college coursework or associate degree preferred.
• Previous experience in customer service, technical support, or a contact‑center environment is a plus.
• Excellent verbal and written communication skills in English.
• Strong problem‑solving orientation, attention to detail, and ability to multitask in a fast‑paced setting.

Required skills

• Microsoft Office
• Ticketing systems