tier 1 customer support ( Work From Home)TSG Outsourcing

How to Apply:
 
Copy and Paste the Link below in the browser to generate the application form:
https://forms.gle/6jCzuQw2WhQsN3Kf8
 
Rate: $6/hr, and earn up to PHP 60,000+/month.
Schedule: US Business Hours (EST/PST overlap)
 
TIER 1 CUSTOMER SUPPORT (WORK FROM HOME)
 
About the Role
 
The Tier 1 Support Agent is our first line of defense for incoming support requests. T1 agents provide timely, empathetic, and accurate assistance for common "how do I" questions and basic troubleshooting that can be completed within our standard user interface (UI).
 
When an issue cannot be resolved via standard UI configuration or customer-correctable inputs, the T1 agent documents the issue clearly and escalates to Tier 2 per the defined support process.
 
Must have Qualifications:
1-3 years in customer support, help desk, or client-facing troubleshooting role (SaaS preferred).
Demonstrated ability to troubleshoot using structured, step-by-step methods and follow documented processes/scripts.
Strong written communication skills (clear, concise ticket updates and customer instructions).
Ability to learn and support a complex platform with multiple modules/workflows.
Comfort working in a ticketing system (e.g., Zendesk) and maintaining high documentation quality.
Nice-to-have Qualifications:
Experience supporting K-12 education technology customers or data-driven SaaS products.
Familiarity with concepts like roles/permissions and basic data validation (without needing backend access).
Experience contributing to knowledge base/help center articles or internal support documentation.
Responsibilities:
First response & intake - Serve as the initial point of contact for support requests.
Triage requests by clarifying the problem, impact, and desired outcome; gather required context (district/site, user role, screenshots, steps to reproduce, timestamps, etc.).
Resolve Tier 1 issues (UI-solvable) - Solve common issues and service requests that can be handled within the standard UI experience of the product (configuration guidance, navigation, common workflow support, "how-to" questions).
Basic troubleshooting - Perform structured troubleshooting using known issue patterns, help center/knowledge base articles, and internal playbooks.
Documentation & ticket hygiene - Maintain high-quality ticket documentation: problem statement, observed behavior vs expected behavior, troubleshooting steps attempted, and final resolution or escalation reason.
Escalation to Tier 2 when appropriate - Escalate when resolution cannot be completed using standard configurations in the UI or requires deeper technical intervention beyond T1 scope.
Ensure escalations include complete reproduction steps and artifacts to reduce back-and-forth.
Customer communication - Provide clear, professional updates and set expectations on next steps and timelines.
Help customers find self-service resources (knowledge base) when appropriate.
Feedback loop - Identify recurring issues and gaps in documentation; suggest improvements to internal process and customer-facing help content.