Technical Support I - Tier 1

About Reputation

Reputation, founded in Silicon Valley in 2013, is the industry's sole platform that uses an AI-powered product stack to help companies measure, manage, and scale their real-time reputation performance everywhere, effectively functioning as a business's eyes and ears across all customer feedback channels to uncover predictive insights. This market leadership is reinforced by significant funding from top-tier firms like Bessemer Venture Partner, Kleiner Perkins, and Marlin Equity Partners, driving substantial annual recurring revenue from Global Fortune 1000 companies, major automotive OEMs, healthcare systems, and top property management firms, with trust from over 250 partners including Google and Meta. Recognized recently as America’s Greatest Midsized Workplaces by Newsweek which rewards excellence and career development, and attracts player-coaches, team-oriented collaborators, and individuals who value perseverance and hustle.

This is your opportunity to join a dynamic and customer-obsessed technical support team at Reputation, where you’ll be the first point of contact for users seeking help with our platform. As Technical Support I, your ability to resolve frontline issues sets the tone for every customer’s journey. You’ll play a pivotal role in ensuring that our clients feel supported, understood, and empowered to get the most out of our technology. This role also directly contributes to the feedback loop that improves our products, documentation, and customer experience processes across departments. 

You will manage a high volume of customer support requests and take ownership of resolving common technical issues. Using internal tools, troubleshooting guides, and collaboration with Tier II, you will ensure each customer gets timely, accurate help. Your efforts will influence customer satisfaction, onboarding success, and overall platform trust.

How You’ll Shape the Experience:

• Serve as the frontline contact for customer issues via phone, email, and chat.

• Take ownership of customer issues from initial contact through resolution, providing timely updates, managing expectations, and maintaining a positive customer experience during challenging situations. 

• Apply a logical troubleshooting process to diagnose customer issues, identify root causes, and determine appropriate resolution or escalation paths using internal documentation and guidance. 

• Triage and escalate more complex problems to Tier II with detailed case notes.

• Maintain accurate records in Salesforce and follow established workflows.

• Educate customers on platform features and best practices.

• Contribute to support knowledge base content and improvements.

• Collaborate with peers to share knowledge and enhance the customer experience.

• 0–1 years technical support, customer support, or SaaS experience.

• Bachelors Degree or equivalent experience.

• Exceptional written communication skills with the ability to respond to customers clearly, professionally, and empathetically while adapting messaging for both technical and non-technical audiences. 

• Comfortable learning new technologies, navigating multiple systems, and interpreting technical information to support customers effectively. 

• Familiarity with Salesforce or similar CRM tools is a plus.

• Comfortable working with Excel or Google Sheets to organize, filter, and analyze data; experience with pivot tables is preferred. .

• Strong troubleshooting and critical thinking skills with the ability to investigate issues methodically.

• Exceptional written and verbal communication skills, including the ability to explain technical concepts to non-technical users.

• Experience using AI-powered tools, knowledge bases, or self-service resources to solve problems efficiently is a plus.

• Exposure to SQL, database queries, or data retrieval tools is a plus. Ability to investigate customer issues using data and system information is highly valued. 

• Leverage internal resources, documentation, and AI-powered tools to research issues, improve efficiency, and deliver high-quality customer support. 

• Familiarity with social media or online reputation tools is a plus.

• Detail-oriented and focused on resolving customer pain points quickly.

• Empathetic and able to translate technical information into everyday language.

• Ability to manage multiple customer issues simultaneously while balancing urgency, accuracy, and customer satisfaction in a high volume, fast moving environment.

• Highly collaborative, eager to learn, and always looking for ways to improve the customer experience.

• Flexible, adaptable, and willing to take initiative.

• This role is fully remote, allowing you to work from home day-to-day. You’ll collaborate closely with your team virtually through regular meetings, communication tools, and ongoing support to stay connected and successful in your role.

Our Benefits & Perks

We believe our people deserve to feel supported, valued, and rewarded both in and out of work. That’s why we offer a generous and thoughtfully designed benefits package, including:

Paid Time Off:

• Flexible PTO for salary paid employees

• Hourly employees accrue PTO based on tenure & receive 5 sick days annually. Sick days are available day 1. PTO accrues on a per paycheck basis.

• 10 company paid holidays plus 4 “Extended Company Holidays,” which are additional paid days off for the company.

Health and Welfare Benefits

• Multiple medical and dental plan options, plus 100% company paid vision coverage

• 401k available through Fidelity

• Paid Parental Leave for all eligible employees as of day 1 of employment

• Employer paid short and long term disability and life insurance

• Critical Illness, Accident & Hospital Indemnity insurance

• Employee Assistance Program (EAP)

• Access to a wide variety of perks and wellbeing apps:

- PerkSpot: Employee discount program

- Wellhub (Gym Pass): Access to virtual wellbeing apps, coaching, and gym memberships

- Carrot Fertility: Support for fertility, family planning, maternity, parenting, and hormonal health

- Omada: Virtual prevention and physical therapy program

- Ladder: Supplemental life insurance

- SoFi: Financial wellbeing platform with 1:1 advice

- Fetch: Pet insurance discount program

- Spring Health for Guardian: Virtual mental health support

- XP Health for Guardian: Virtual eyewear platform

- Rate.com: Mortgage services discount program

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To learn more about how we handle the personal data of applicants, visit our Candidate Privacy Notice.

Applicants only - No 3rd party agency candidates.