Job description
We’re hiring a Technical Support Specialist (Tier 1) to join our remote team in the U.S.
In this entry-level role, you’ll be the first line of support for Conversica customers. You’ll provide outstanding service, guided troubleshooting, and a clear, confident voice when customers need help. You’ll triage support tickets, assist with product navigation and account updates, and collaborate with Tier 2 Support Engineers and cross-functional teams. If you’re energized by helping others, curious about how software works, and looking to build hands-on experience in the SaaS world, this could be a great fit.
Responsibilities
- Deliver timely and professional support to customers via email, phone, and live chat.
- Troubleshoot and diagnose technical issues related to Conversica’s software, following standardized processes.
- Use internal systems (e.g., Zendesk, Salesforce) to manage, prioritize, and track support tickets.
- Escalate complex issues to Tier 2 support and proactively communicate status updates to stakeholders.
- Identify recurring issues or trends and share observations with the team.
- Apply product customizations and optimizations submitted by the Customer Success team.
- Support the knowledge base by documenting common solutions or FAQs.
- Collaborate with teammates to ensure a high-quality customer support experience.
Qualifications
- 1+ years in a SaaS, IT, or Help Desk support role (or relevant internship experience).
- Excellent written and verbal communication skills.
- Strong technical aptitude and problem-solving skills.
- Ability to work independently and prioritize multiple tasks in a fast-paced environment.
- Familiarity with support tools such as Zendesk, JIRA, Salesforce, or similar.
- Basic understanding of CRMs, marketing platforms, or willingness to learn.
- Interest in learning foundational SQL concepts over time.
- High school diploma or equivalent required; associate degree or higher preferred.
- Willingness to occasionally work weekends or holidays as needed.
This is a full-time, hourly, non-exempt role. The hourly pay range for this position is $24.00 to $27.00, depending on market location and experience. Conversica offers a comprehensive benefits package including health, dental, vision, PTO, holiday pay, and 401(k).
