Technical Support Specialist - Tier 1

Mashura LLC•Scottsdale, AZ

16d•$19 - $21•Onsite

About The Position

As a Tier 1 Support Specialist at Mashura®, you’ll be the first point of contact for our veterinary and dental clients, guiding them through software questions, troubleshooting hardware issues, and making sure every interaction leaves them feeling supported. You’ll join a high-performance team that values ownership, clear communication, and putting the client first. We follow structured SOPs, stay accountable, and always look for ways to improve together. This role is perfect for someone who loves solving problems, learning fast, and working with a team that’s got your back. You’ll be supported through hands-on training, real-time feedback, and regular coaching, with room to grow. We work hard, stay positive, and know how to have fun along the way because delivering great service starts with a great team.

Requirements

Comfortable explaining technical concepts to both tech-savvy and non-technical users.
A problem-solver with strong logic, creativity, and curiosity.
Proficient in navigating web-based applications and tools.
Familiar with Microsoft Office Suite.
Excellent communicator, written and verbal, with a client-first mindset.
Organized, dependable, and detail-oriented, even under pressure.
Able to manage your time and tasks independently in a fast-paced, dynamic setting.
Empathetic listener who can stay calm, build rapport, and resolve issues effectively.
Team player who embraces feedback, adapts quickly, and lifts others up.
Always looking to improve, innovate, and find more efficient ways to work.

Nice To Haves

Prior experience in a tech support or customer-facing environment preferred.

Responsibilities

Deliver exceptional support, every client interaction is a chance to wow.
Answer calls, emails, and chats with professionalism, clarity, and empathy.
Accurately document and update cases in Salesforce and PureCloud with every interaction.
Take ownership of support tickets from start to finish, escalating only when needed, with full context.
Collaborate with teammates on callbacks, client follow-ups, and shared problem-solving.
Provide clear and confident guidance to clients using our software and cloud tools.
Prioritize proactive communication with internal departments to ensure smooth resolutions.
Manage your workload with a balance of urgency and care, meeting SLAs and response time goals.
Recognize when a conversation needs extra care, stay calm, use positive language, and build trust.
Follow SOPs for documentation and processes and contribute ideas for improving them.
Support team momentum by jumping in when coverage is needed and staying present in the queue.