Support Agent

This role begins at Tier 0, where agents ramp up to Tier 1 readiness over their first few weeks. The Tier 0 Support Agent independently handles a broad range of contributor support issues, including moderately complex and nuanced cases requiring sound judgment, investigation, and clear communication.

Requirements

• Resolve routine and moderately complex contributor inquiries across email and chat support channels using established workflows and best judgment.
• Communicate clearly, empathetically, and professionally.
• Document investigations, actions taken, and resolutions thoroughly in Zendesk or equivalent systems.
• Identify issues outside the tier’s scope and escalate with clear context and documentation.
• Contribute feedback on workflows, macros, or documentation to improve efficiency and contributor experience.
• Stay current on relevant process and product updates through the provided resources.

Benefits

• Company equipment will be provided during the engagement.
• Collaborates asynchronously with internal teams as needed.