ALTWeb Group

Tier 1 Customer Support Specialist

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Location: Remote
Employment Type: Shift-based
Experience Level: Entry-level / Junior

Position Overview

We are looking for a customer-oriented and empathetic Tier 1 Customer Support Specialist to join our global team. In this role, you will be the first point of contact for our users, helping them resolve technical issues, answering inquiries, and ensuring an exceptional experience with our product.

If you love troubleshooting, helping people, and thrive in a dynamic environment, we’d love to hear from you!

Key Responsibilities

  • First-Line Support: Respond to incoming user requests via [chat, email, tickets] in a timely and professional manner.
  • Troubleshooting: Diagnose and resolve basic technical issues, account problems, and product usage questions.
  • Escalation: Identify complex issues and accurately escalate them to Tier 2 support or the engineering team.
  • Documentation: Maintain accurate logs of customer interactions and contribute to our internal knowledge base.
  • Feedback Loop: Collect and share user feedback with the product team to help improve our services.

Requirements & Qualifications

  • Language Skills: Fluent (C1/C2) or Native English speaker with excellent written and verbal communication skills.
  • Technical Aptitude: Comfort navigating software tools, SaaS platforms, or internal databases. Fast learner when it comes to new apps.
  • Problem-Solving: Strong critical thinking skills and the ability to guide users through step-by-step troubleshooting.
  • Empathy & Patience: A genuine passion for helping people and the ability to stay calm and polite under pressure.
  • Work Environment: A reliable high-speed internet connection and a quiet workspace.
  • Experience (Plus): Previous experience in customer service, technical support, or a call-center environment is an asset, but not mandatory.

What We Offer

  • Competitive Salary: [$500–$600 per month].
  • Flexible schedule: options to change to suit your lifestyle (6-8 hours per day).
  • Growth Opportunities: Comprehensive training and clear pathways to advance into Tier 2, QA, or Team Lead roles.
  • International Culture: A diverse, supportive, and inclusive global team.