Tier 1 Support Technician

Tier 1 Support Technician

Asad Hameed

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As a Tier 1 Support Technician at TCP Software, you will play a crucial role in supporting our customers by using your technical expertise and communication skills to assist with timekeeping and workforce management software. You will be part of a growing support team that interacts with thousands of customers via Live Chat, Email, and Phone, ensuring their satisfaction and helping them get the most out of our products.

Key Responsibilities

  • Customer Support:
    • Assist customers by troubleshooting and providing timely solutions over Live Chat, Email, and Phone.
    • Identify and diagnose customer issues related to our timekeeping, employee scheduling, and SaaS applications.
    • Communicate technical solutions clearly and effectively to ensure customer satisfaction.
  • Escalation Management:
    • Prioritize and resolve customer requests in accordance with Service Level Agreements (SLAs) and support protocols.
    • Collaborate with other departments (Sales, Success, Product) to ensure accurate, efficient problem resolution.
  • Customer Advocacy:
    • Build relationships with customers by listening to their needs and providing proactive support.
    • Engage with customers and provide regular follow-up to ensure maximum satisfaction.
  • Learning & Development:
    • Stay up-to-date with product enhancements and new features to deliver accurate support and recommend training to customers.
    • Use different instructional methods to deliver effective training to customers.

Required Qualifications

  • Experience:
    • Prior experience in business-to-business (B2B) support or client management, preferably with SaaS applications.
    • Ability to work US-based shifts (night shifts).
  • Skills:
    • Excellent verbal and written communication skills in English; a native English accent is required.
    • Strong problem-solving skills and the ability to make quick decisions for effective issue resolution.
    • Technical proficiency in hardware, software, and SaaS applications, with the ability to learn new systems and concepts quickly.
  • Attributes:
    • Ability to stay calm and work efficiently in high-pressure situations.
    • Detail-oriented with a strong focus on customer satisfaction.
    • Strong interpersonal skills and ability to build rapport and trust with customers.
    • Positive attitude, self-motivated, and a collaborative team player.
    • Ability to prioritize, multitask, and manage time effectively.

What We Offer

  • Competitive Salary: Attractive compensation based on experience.
  • Benefits:
    • Paid Time Off (PTO) and Sick Leave.
    • In-patient health insurance.
    • Provident Fund and EOBI.
  • Career Growth: Opportunities for career progression and personal development.
  • Work-Life Balance: Flexible working hours and a supportive environment that enables you to achieve professional success while maintaining a balanced lifestyle.
  • Dynamic Work Environment: Join an innovative and growing company, collaborating with talented individuals in an inclusive and diverse workplace.

How to Apply

Interested candidates are encouraged to apply by submitting their updated CV, which should include relevant work experience and certifications. Please email your application to the provided email address or apply online through our website.

Application Deadline: Rolling basis (early applicants are encouraged).

Asad Hameed
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