Technical Support Specialist; Tier 1

Position: Technical Support Specialist (Tier 1)
* Serve as the frontline contact for customer issues via phone, email, and chat.
* Troubleshoot and resolve basic to moderately complex issues using internal documentation.
* Triage and escalate more complex problems to Tier II with detailed case notes.
* Maintain documentation accuracy and quality within Salesforce.
* Educate customers on platform features and best practices.
* Contribute to support knowledge base content and improvements.
* 0–2 years technical support, customer support, or SaaS experience.
* Ability to work a hybrid work schedule: 2 days in office on Tuesday and Wednesday (subject to change)
* Strong verbal and written communication skills.
* Experience with Salesforce or similar CRM tools, strongly preferred.
* Basic Excel knowledge and comfort with technical documentation.
* Familiarity with social media or online reputation tools is a plus.
* Detail-oriented and focused on resolving customer pain points quickly.
* Empathetic and able to translate technical information into everyday language.
* Thrives in high-volume, fast-moving environments.
* Highly collaborative, eager to learn, and always looking for ways to improve the customer experience.
* Flexible, adaptable, and willing to take initiative.
* Flexible PTO for salary paid employees
* Hourly employees accrue PTO based on tenure and receive 5 sick days annually, available day 1
* 10 paid company holidays
* 4 company paid , “Recharge Days,” which are wellness days off for the entire company
* Health, dental and vision insurance
* 401k* Paid Parental Leave for all eligible employees as of day 1 of employment
* Employer paid short and long term disability and life insurance
* Employee Assistance Program (EAP)
* Access to a wide variety of unique perks and apps:  + Perk Spot - Employee Discount Program  + Wellhub (Gym Pass) - Access to wellbeing virtual apps, coaching and gym membership options  + Carrot Fertility - Fertility & family forming, maternity, parenting, and hormonal health support  + Omada - Virtual prevention and physical therapy program  + Ladder
-Life insurance to supplement outside of employer offering  + SoFi - Financial wellbeing platform and 1:1 advice  + Fetch - Pet insurance discount program  + Spring Health for Guardian - Virtual mental health support  + XP Health for Guardian (virtual eye-wear platform) is the undisputed leader in reputation experience management and consistently delivers innovative, customer-driven solutions to household brands such as Nissan, Public Storage, US Bank, GM, Ford, and Kaiser Permanente.

Our SaaS-based platform and patented Reputation Score helps marketers, operations and customer experience professionals improve their reputation by managing tens of millions of reviews and interactions across hundreds of thousands of customer touchpoints.

We now live in a feedback economy, where the customer's voice is paramount, and every online review could make or break a business. Reputation is hyper-focused on unlocking the power of customer feedback to improve business reputation and drive growth. We innovate with a purpose and are obsessed with big data - it's at the core of everything we do.

Our focus on people extends beyond our customers to our employees, who are our most valuable asset. We are a gritty and passionate bunch - best defined by the belief that diversity is a business essential, promises matter, and philanthropy is the foundation for a built to last organization. We cultivate a culture where being a straight shooter is celebrated, and personal hustle is vital to our collective success.

There is no prize for second place!

Speaking of employee hustle - the company was recently named to the 2020 Inc. 5000 list, Inc. magazine's annual ranking of America's fastest-growing private companies, for the second year in a row. We were also ranked No. 1 in Enterprise Online Reputation Management in G2’s Summer 2020 report.

Reputation has over 250 integration partners and has forged strategic alliances with marquee-name brands, including Google, Facebook, JD Power, , and  Altogether, these partnerships amplify Reputation's credibility in the industry and provide new opportunities for innovation.*"It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently." Warren Buffett
*** Join our growing team!*
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