Technical Support Specialist- Tier 1

About the role

Tier 1 technical support at Virtuous, nonprofit fundraising software. Handle email tickets and calls in Zendesk, meet CSAT and resolution metrics, troubleshoot and escalate bugs to Tier 2. Requires 2+ years B2B SaaS support, CRM and ticketing system experience. Priority to applicants in Phoenix, AZ.

Requirements

• 2+ years B2B SaaS technical support experience
• CRM systems experience
• Ticketing system experience such as Zendesk, Intercom, Freshdesk
• Analytical mindset and troubleshooting
• Clear communication

What you'll do

• Respond to tickets via email and phone in Zendesk
• Maintain ticket closure, response time and CSAT metrics
• Troubleshoot complex issues
• Escalate bugs to Tier 2 with evidence
• Keep customers informed

Where this was posted

• LinkedIn

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