Customer Support Representative - Tier 1

Job description

The T1 Customer Support Representative is responsible for resolving problems and providing proactive recommendations for products, services, and solutions to address issues impacting our top revenue customers (all over $1M). This role is responsible for taking appropriate actions to execute solutions, resolve or escalate issues to the team manager on behalf of the customer or sales representative. Additionally, this role will handle inbound email and chat contacts from T1 customers and sales representatives, and provide assistance with inquiries related to ordering, products, services, returns/exchanges, and delivery delays. This role has a remote work designation unless otherwise required by customer contract/needs (i.e., work on site for customer location(s)), all subject to change based on customer demands. Primary Responsibilities: - Resolve problems and proactively recommend the right products, services, and solutions to resolve Tier 1 customer or sales representative issues. - Take appropriate action to execute solutions, resolve, or escalate issues to team Manager on behalf of the customer or sales representative. - Assist with any additional service area based on business n...