What are the responsibilities and job description for the Customer Support Agent (Tier 1) position at DocuPhase LLC?
Employment Type: Full-Time
Position Overview
We’re looking for tech-savvy problem solvers who enjoy helping people and are excited to kick off a career in the technology industry. As an Entry-Level Support Agent, you’ll be the first line of defense for users experiencing issues, guiding them through troubleshooting steps and providing top-notch service with patience and professionalism. You’ll build a solid technical foundation, gain hands-on experience, and have opportunities to grow your career within the company.
Responsibilities
- Provide technical assistance via phone, email, and chat
- Troubleshoot common user issues like login errors, navigation problems, and app bugs
- Document all activity and maintain detailed case notes
- Manage and resolve assigned tickets within service-level expectations
- Maintain a 90% customer satisfaction rating
- Identify and escalate complex or high-priority issues
- Use basic SQL to assist in troubleshooting (we’ll train you!)
- Support additional tasks as assigned
Qualifications
- Strong communication skills (verbal and written)
- Experience in customer service or a client-facing role
- Professional and empathetic demeanor
- Reliable attendance and strong time management
- Curious mindset and desire to grow professionally
- Basic troubleshooting and problem-solving ability
- Willingness to learn new systems and tools
- Knowledge of IT fundamentals (Preferred)
- Accounting background or knowledge (Preferred)
- Familiarity with SAAS (Preferred)