Technical Support Specialist, Tier 1

Job overview

Technical Support Specialist, Tier 1 is an onsite role in Phoenix, AZ; the posting gives priority to Phoenix applicants to support a hybrid work model. Compensation is not specified. Virtuous software supports nonprofits and its mission to help inspire generosity. The specialist provides first-line customer support by resolving product issues through email tickets and incoming calls. The role investigates problems, communicates updates, identifies bugs for Tier 2, and works with Customer Success to support a positive customer experience.

What you'll do

• Respond to customer support tickets by email and phone using Zendesk
• meet ticket closure, response-time, resolution-time, and customer satisfaction metrics
• troubleshoot issues and develop workarounds
• investigate and report bugs to Tier 2 with supporting evidence
• keep customers updated
• collaborate with Customer Success.

What we're looking for

Skills & competencies

technical support

tier 1

b2b saas

customer support

zendesk

crm systems

troubleshooting

customer success

phoenix az

virtuous

hybrid work model

Work arrangement

• Weekend coverage required

Benefits & perks

• 401(k) with company matching, unlimited PTO, paid volunteer days, company holidays, medical, dental and vision coverage, parental leave, recognition program, and company outings and events.

Why this role

Phoenix applicants are prioritized to support the hybrid work model; the posting requires 2+ years of B2B SaaS technical support experience.

About the employer

Virtuous is hiring for this role. Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services. Sector: 51.