L1 Technical Support Agent - Remote Eligible

L1 Technical Support Agent

As an L1 Support Agent at Fullcast, you will be the first point of contact for our valued customers, providing frontline technical support for all Fullcast products. You will play a crucial role in ensuring customer satisfaction by resolving issues efficiently and escalating more complex problems to our L2 Support team. This is a remote position, and you will report directly to the Manager of Customer Support.

Responsibilities

• Provide prompt and professional technical support to Fullcast customers via various channels (e.g., email, chat, phone).
• Diagnose and resolve common technical issues related to Fullcast products.
• Guide customers through troubleshooting steps and provide clear, concise instructions.
• Document all support interactions and resolutions accurately in our ticketing system.
• Escalate complex or unresolved issues to the L2 Support team with detailed notes and relevant information.
• Collaborate with internal teams to identify and address recurring customer issues.
• Maintain a high level of customer satisfaction through excellent communication and problem-solving skills.
• Stay up-to-date with Fullcast product features, updates, and best practices.
• Adhere to established service level agreements (SLAs) for response and resolution times.
• Work effectively within a remote team environment.

Qualifications

• Strong technical aptitude and a passion for technology.
• Excellent communication skills, both written and verbal.
• Proven ability to troubleshoot and resolve technical issues.
• Customer-focused with a strong commitment to providing exceptional service.
• Ability to work independently and as part of a team in a remote setting.
• Proficiency in using help desk software and remote support tools.
• Ability to learn new software and technologies quickly.
• Strong organizational skills and attention to detail.
• Experience in a customer support role, preferably in a SaaS environment, is a plus.