Location: Philadelphia, PA
Reports to: Director of Product & Engineering
FLSA Status: Exempt
Position Summary
We are seeking a dedicated and knowledgeable Tier 1 Technical Support Specialist to join our dynamic team. As the first line of support, you will play a crucial role in ensuring our customers have a positive experience with our products. Your primary responsibilities include addressing basic product-related inquiries, troubleshooting common technical issues, and escalating more complex problems to higher support tiers as necessary. This role is ideal for someone passionate about technology and customer service, with a keen interest in solving problems and helping others.
You Will
- Serve as the primary point of contact for customers seeking help via chat, email, video conference, and phone, providing timely and professional assistance.
- Troubleshoot and resolve common technical issues, ensuring high customer satisfaction with prompt responses.
- Identify and escalate more complex problems to Tier Two support or other departments as required.
- Accurately document customer interactions and issues in the CRM system to ensure consistency and follow-up.
- Contribute to the improvement of the customer support knowledge base by documenting common issues and solutions.
- Develop and maintain a deep understanding of the Ingage suite of products and services, staying up-to-date with new features and updates.
- Provide feedback to the product and support teams to help improve products and the customer experience.
Requirements
- Basic knowledge of cloud-based software, networking, and common troubleshooting techniques.
- Proven experience in a technical support role, preferably within a SaaS or software environment.
- Strong understanding of software applications, cloud technologies, and networking principles.
- Excellent problem-solving and analytical skills, with the ability to troubleshoot complex technical issues.
- Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
- Experience with support ticketing systems (e.g., Hubspot, Zendesk) and remote support tools.
- Ability to work independently and collaboratively within a team-oriented environment.
- Strong organizational skills and attention to detail.
- Customer-focused mindset with a passion for delivering high-quality support.
Click here to submit your application.
What the Team is Saying
What We Do
Unprepared sales teams fail to engage customers. In fact, millions of dollars in business are lost when a prospect checks out seconds into your pitch. This opens the door for competitors to swoop in and steal your customers. Ingage brings the story of your product, service or idea to life with interactive sales content. Capture the attention of your audience and engage in meaningful conversations that win.
Ingage software enables every team to create engaging on-brand content, share it with the people who need it, and measure the impact so they can win.
Key Characteristics of Ingage Team Members
1. Value Focused: Evaluate the short-term ROI and long-term scalability of all resources spent to drive growth.
2. Problem Solver: Tackle problems strategically and apply critical thinking to create solutions that drive value for the company and the customer.
3. Customer First: Approach all aspects of the business with an eye toward driving lasting value and satisfaction for the customer.
Critical Actions our team is expected to embrace in their work every day.
- Evaluate: Make strategic decisions based on key performance indicators to drive value and growth for the company. Ensure that all decisions are made based on data.
- Understand: Seek to understand other perspectives by approaching all team and customer interactions from a place of openness and acceptance. Provide and receive candid, constructive feedback with the goal of increasing personal and team performance.
- Collaborate: Take advantage of the diversity of the team through cross-functional collaboration to solve customer problems and scale the business. Espouse a “better together” mindset when approaching challenges and leverage the whole team to find more successful solutions.
- Adapt: Embrace a fast-paced startup environment and be open to dealing with the ambiguity that comes with building a company. Ready to pivot to meet the needs of the business and the customer.
Why Work With Us
Drawing on a wide variety of backgrounds and disciplines, our diverse team of engineers, creatives, and business specialists mixes creativity with technology to help companies succeed. We are a fully distributed team who welcomes all. We are value focused, customer driven, and bring curiosity to solve complex problems.
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Ingage Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Drawing on a wide variety of backgrounds and disciplines, our team of engineers, creatives, and business specialists mixes creativity with technology
