Technical Support I - Tier 1

Reputation

2d•Remote

About The Position

This is an opportunity to join a dynamic and customer-obsessed technical support team at Reputation, where you’ll be the first point of contact for users seeking help with our platform. As Technical Support I, you'll help customers resolve routine technical issues using established processes and support resources. You’ll play an important role in ensuring that our clients feel supported, understood, and empowered to get the most out of our technology. You may identify recurring customer issues and share feedback with your team to support continuous improvement. You will manage a high volume of customer support requests and resolve routine and common technical issues using established troubleshooting guides. Using internal tools, troubleshooting guides, and collaboration with Tier II, you will ensure each customer gets timely, accurate help. Your work helps deliver a positive customer experience through timely and accurate support.

Requirements

0–1 years technical support, customer support, or SaaS experience.
Bachelor’s Degree or equivalent experience.
Comfortable learning new technologies, navigating multiple systems, and interpreting technical information to support customers effectively.
Strong attention to detail and ability to follow troubleshooting steps to resolve routine issues.
Exceptional written and verbal communication skills, including the ability to explain technical concepts to non-technical users.
Detail-oriented and focused on resolving customer pain points quickly.
Empathetic and able to translate technical information into everyday language.
Ability to manage multiple customer issues simultaneously while balancing urgency, accuracy, and customer satisfaction in a high volume, fast moving environment.
Highly collaborative, eager to learn, and always looking for ways to improve the customer experience.
Flexible, adaptable, and eager to learn new systems and processes.

Nice To Haves

Familiarity with Salesforce or similar CRM tools is a plus.
Experience with pivot tables is preferred.
Experience using AI-powered tools, knowledge bases, or self-service resources to solve problems efficiently is a plus.
Exposure to SQL or database concepts is a plus but not required.
Ability to investigate customer issues using data and system information is highly valued.
Familiarity with social media or online reputation tools is a plus.

Responsibilities

Serve as the frontline contact for customer issues via phone, email, and chat.
Resolve routine customer issues from initial contact through resolution using established procedures, seeking guidance when needed.
Follow established troubleshooting processes to diagnose common customer issues and determine whether escalation is required.
Triage and escalate more complex problems to Tier II with detailed case notes.
Maintain accurate records in Salesforce and follow established workflows.
Educate customers on standard platform functionality using approved documentation and training materials.
Suggest updates or corrections to knowledge base content as opportunities are identified.
Collaborate with peers to share knowledge and enhance the customer experience.

Benefits

Flexible PTO for salary paid employees
Hourly employees accrue PTO based on tenure & receive 5 sick days annually.
Sick days are available day 1.
PTO accrues on a per paycheck basis.
10 company paid holidays plus 4 “Extended Company Holidays,” which are additional paid days off for the company.
Multiple medical and dental plan options, plus 100% company paid vision coverage
401k available through Fidelity
Paid Parental Leave for all eligible employees as of day 1 of employment
Employer paid short and long term disability and life insurance
Critical Illness, Accident & Hospital Indemnity insurance
Employee Assistance Program (EAP)
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