Technical Support Specialist (Tier 1)

Reputation•Scottsdale, AZ

53d•Hybrid

About The Position

This is your 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, your ability to resolve frontline issues sets the tone for every customer’s journey. You’ll play a pivotal role in ensuring that our clients feel supported, understood, and empowered to get the most out of our technology. This role also directly contributes to the feedback loop that improves our products, documentation, and customer experience processes across departments. You will manage a high volume of customer support requests and take ownership of resolving common technical issues. Using internal tools, troubleshooting guides, and collaboration with Tier II, you will ensure each customer gets timely, accurate help. Your efforts will influence customer satisfaction, onboarding success, and overall platform trust.

Requirements

0–2 years technical support, customer support, or SaaS experience.
Ability to work a hybrid work schedule: 2 days in office on Tuesday and Wednesday (subject to change)
Strong verbal and written communication skills.
Experience with Salesforce or similar CRM tools, strongly preferred.
Basic Excel knowledge and comfort with technical documentation.
Detail-oriented and focused on resolving customer pain points quickly.
Empathetic and able to translate technical information into everyday language.
Thrives in high-volume, fast-moving environments.
Highly collaborative, eager to learn, and always looking for ways to improve the customer experience.
Flexible, adaptable, and willing to take initiative.

Nice To Haves

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.
Troubleshoot and resolve basic to moderately complex issues using internal documentation.
Triage and escalate more complex problems to Tier II with detailed case notes.
Maintain documentation accuracy and quality within Salesforce.
Educate customers on platform features and best practices.
Contribute to support knowledge base content and improvements.

Benefits

Flexible working arrangements.
Career growth with paid training tuition opportunities.
Active Employee Resource Groups (ERGs) to engage with.
An equitable work environment.
Flexible PTO for salary paid employees
Hourly employees accrue PTO based on tenure and receive 5 sick days annually, available day 1
10 paid company holidays
4 company paid , “Recharge Days,” which are wellness days off for the entire company
Health, dental and vision insurance
401k
Paid Parental Leave for all eligible employees as of day 1 of employment
Employer paid short and long term disability and life insurance
Employee Assistance Program (EAP)
Access to a wide variety of unique perks and apps: PerkSpot - Employee Discount Program
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