Tier 1 Support Agent

Togetherwork • Atlanta, GA

3d • Hybrid

About The Position

As a Tier 1 Support Agent , you’ll be the friendly, knowledgeable first point of contact for our Pet Care software customers. You’ll help users via email, chat, and phone—answering “how-to” questions, solving common issues, and ensuring every interaction leaves them feeling supported and confident. You’ll play a key role in triaging requests, resolving problems, and escalating complex cases to Tier 2 when needed. Along the way, you’ll grow your product expertise and contribute to improving the customer experience.

Requirements

• 6+ months of customer service experience (helpdesk, customer service, or pet care preferred)
• A love of problem-solving and helping others
• Comfort learning new tools like Zendesk, HubSpot, and Teams
• Ability to work independently while contributing to a highly collaborative remote team

Nice To Haves

• Experience in SaaS or software support
• Background in pet care, grooming, boarding, or veterinary services
• Passion for animals and helping pet businesses succeed

Responsibilities

• Deliver exceptional support through email, chat, and phone
• Help customers with “how-to” questions and common technical issues
• Troubleshoot and document inquiries using internal tools and resources
• Escalate complex issues to Tier 2 when needed, with clear context
• Maintain ownership of each case, ensuring follow-up and resolution

Benefits

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with 100% company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave
• Pet Insurance
• Medical Travel Benefits
• Infertility Benefits
• Teladoc
• Employee Assistance Program
• Wellness Benefits & Engagement Platform

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees