Technical Support Specialist

Location: Philadelphia, PA
Reports to: Director of Product & Engineering
FLSA Status: Exempt
Position Summary
We are seeking a dedicated and knowledgeable Tier 1 Technical Support Specialist to join our dynamic team. As the first line of support, you will play a crucial role in ensuring our customers have a positive experience with our products. Your primary responsibilities include addressing basic product-related inquiries, troubleshooting common technical issues, and escalating more complex problems to higher support tiers as necessary. This role is ideal for someone passionate about technology and customer service, with a keen interest in solving problems and helping others.
You Will

• Serve as the primary point of contact for customers seeking help via chat, email, video conference, and phone, providing timely and professional assistance.
• Troubleshoot and resolve common technical issues, ensuring high customer satisfaction with prompt responses.
• Identify and escalate more complex problems to Tier Two support or other departments as required.
• Accurately document customer interactions and issues in the CRM system to ensure consistency and follow-up.
• Contribute to the improvement of the customer support knowledge base by documenting common issues and solutions.
• Develop and maintain a deep understanding of the Ingage suite of products and services, staying up-to-date with new features and updates.
• Provide feedback to the product and support teams to help improve products and the customer experience.

Requirements

• Basic knowledge of cloud-based software, networking, and common troubleshooting techniques.
• Proven experience in a technical support role, preferably within a SaaS or software environment.
• Strong understanding of software applications, cloud technologies, and networking principles.
• Excellent problem-solving and analytical skills, with the ability to troubleshoot complex technical issues.
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Experience with support ticketing systems (e.g., Hubspot, Zendesk) and remote support tools.
• Ability to work independently and collaboratively within a team-oriented environment.
• Strong organizational skills and attention to detail.
• Customer-focused mindset with a passion for delivering high-quality support.

Click here to submit your application.