What are the responsibilities and job description for the Tier 1 Technical Support Specialist position at Applied Sciences & Information Systems, Inc.?
Job Summary
The Tier 1 Support Specialist serves as the first point of contact for iSportsman administrators and end users. You'll handle incoming support requests across multiple channels, resolve common platform issues, and route complex cases to the appropriate team. This role requires someone who is technically sharp, genuinely service-oriented, and comfortable working in a fast-moving SaaS support environment.
If you take pride in solving problems quickly and communicating clearly — especially with users who aren't tech-savvy — this role is built for you.
Supervisory Responsibilities
None.
Core ResponsibilitiesGeneral Support
- Serve as the first point of contact for administrators and end users seeking help via the iSportsman Support ticketing system, email, and phone.
- Diagnose and resolve platform issues through effective questioning, troubleshooting techniques, and platform knowledge.
- Guide users step-by-step through issue resolution in a clear, patient, and professional manner.
- Escalate unresolved or complex issues to Tier 2 with complete documentation and context.
- Provide accurate, timely information about supported products, features, and workflows.
- Log all interactions, issues, and resolutions accurately in the ticketing system.
- Follow up with users to confirm resolution and close tickets appropriately.
- Capture and document user feedback and feature suggestions; route to the appropriate internal team.
- Identify recurring issues or process gaps and escalate recommendations for improvement.
iSportsman Platform Support
- Respond to and resolve tickets submitted by administrators and end users.
- Assist users with account registration, password resets, and general platform navigation.
- Create and apply acknowledgments to activities, permits, and areas as needed.
- Create and configure new activities, areas, and game species within the platform.
- Support administrators with website content updates including text, images, and regulations.
- Troubleshoot user check-in issues (missing validation, permits, age restrictions, customer type); escalate to Tier 2 when standard resolutions are exhausted.
- Assist administrators with sending notifications to users through the platform.
- Participate in QA/QC testing of user-facing and admin-facing features following new deployments.
Required Skills & Qualifications
- Prior experience in a help desk, technical support, or customer service role.
- Strong working knowledge of web-based applications and SaaS platforms.
- Comfortable navigating computer systems, browsers, and basic technical troubleshooting.
- Ability to diagnose and resolve common software issues efficiently.
- Excellent verbal and written communication skills — clear, professional, and user-friendly.
- Strong interpersonal skills with a customer-first mindset.
- Able to prioritize and manage multiple open tickets in a fast-paced environment.
- Proficiency with Microsoft Office Suite (Word, Excel, Outlook, Teams).
- Bilingual (English/Spanish) is a plus.
Education & Experience
- High school diploma or equivalent required.
- Associate's degree or technical certification in Computer Information Systems or a related field preferred.
Minimum two years of related customer or technical support experience preferred
Pay: $18.50 - $23.50 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Tuition reimbursement
- Vision insurance
Work Location: In person
Salary : $19 - $24