Customer Support Specialist I (Tier 1 Technical Support)

Job Summary

This role involves providing first-line customer support for product and payment issues via phone and email, managing cases through resolution or escalation.

Responsibilities

• Deliver professional and timely customer support through phone and email channels.
• Handle customer cases from initial contact to resolution, ensuring accurate documentation and follow-up.
• Troubleshoot product and payment problems using established support guides.
• Investigate transaction failures, refunds, disputes, and configuration issues, documenting all findings and impacts.
• Escalate complex or unresolved issues with detailed summaries including actions taken and customer impact.
• Work with internal teams to address customer concerns while following security, privacy, and data-handling protocols.

Must haves

• Minimum of one year experience in customer support or a customer-facing role.
• Experience managing customer inquiries and cases via phone and email.
• Strong communication, active listening, and skills in customer de-escalation.
• Ability to troubleshoot issues using established procedures.
• Attention to detail, accountability, and eagerness to learn new software and technology.

Nice to haves

• Familiarity with support ticketing or case management systems.
• Experience in healthcare technology or payment processing.
• Experience managing customer support queues across calls and email.

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