Client Support Representative, Tier 1

The essential functions include, but are not limited to the following: 

• Handle first-level inquiries related to SaaS products, ensuring accurate and timely resolutions. 

• Troubleshoot and resolve basic system issues, such as login difficulties, payroll processing errors, and report generation. 

• Manage a high volume of inquiries via email, phone, and chat, maintaining a strong focus on service quality. 

• Document all interactions, resolutions, and follow-ups in a detailed and accurate manner. 

• Ensure consistent follow-up and communication with clients, adhering to service-level agreements. 

• Act as the primary point of contact for Tier 1 support inquiries, delivering a positive and effortless client experience. 

• Guide clients through platform features and tools, empowering them to navigate the system independently. 

• Foster strong client relationships by providing clear and empathetic communication throughout the support process. 

• Educate clients on best practices and available resources to maximize the value of the platform. 

• Escalate complex issues to Tier 2 support or relevant departments, ensuring seamless collaboration and resolution. 

• Identify recurring issues and provide feedback to enhance support processes and system functionality. 

• Contribute to the development and refinement of internal knowledge bases and standard operating procedures. 

• Stay updated on new features and system updates to provide accurate and timely support. 

• Participate in team projects and initiatives aimed at improving overall service delivery. 

• Technical Proficiency Level 1: Basic knowledge of SaaS platforms and troubleshooting. 

• Strong understanding of payroll and tax fundamentals. 

• Exceptional verbal and written communication skills. 

• Attention to detail and the ability to handle multiple inquiries simultaneously. 

• Problem-solving and analytical skills to address client concerns efficiently. 

• Client service orientation with a commitment to confidentiality and compliance. 

• Ability to handle stressful situations in a professional manner 

• Ability to manage multiple projects and adhere to conflicting deadlines  

• Quick learner, multi-tasker, master at organization, and overall team player  

• Fully Bilingual, English (C1), Spanish, both oral and written 

• Experience in SaaS customer support or related fields. 

• Familiarity with HCM platforms or payroll systems. 

• FPC or CPP Certification preferred.