Job Summary

As a Customer Support Representative for our SaaS application, you will begin as Tier 1 support, handling customer inquiries, troubleshooting issues, and ensuring timely resolutions. However, we are looking for someone with Tier 2 capabilities who can take on more complex technical challenges over time. Within six months, you will be expected to operate at a Tier 2 level, handling escalated issues independently, collaborating with internal teams on product improvements, and proactively identifying solutions to recurring problems. While there is no separate Tier 2 team at this time, this role is designed for someone who can go beyond basic troubleshooting and take ownership of more advanced technical issues.

Responsibilities

• Provide Tier 1 customer support via phone and email, ensuring prompt responses and resolution.
• Meet first-response and resolution time SLAs.
• Independently troubleshoot advanced technical issues and reduce reliance on escalations.
• Support payment processing inquiries, including reconciliation, chargebacks, and point-of-sale terminal issues.
• Be part of the off-hours on-call rotation for evenings, weekends and holidays.
• Collaborate with Product Management, Engineering, and leadership to resolve complex technical issues.
• Document solutions for recurring issues and contribute to an internal knowledge base.
• Assist in user acceptance testing for application releases.
• Train and educate customers on best practices to increase feature adoption and reduce support dependency.
• Identify and suggest improvements for internal processes and product functionality based on customer feedback.
• Proactively diagnose system issues beyond standard troubleshooting, providing in-depth analysis and potential fixes.
• Act as a technical subject matter expert for internal teams and customers.

Growth Expectation

• Within six months, you will be expected to operate at a Tier 2 level, taking full ownership of complex technical issues.
• Training and mentorship will be provided, but you should have the technical aptitude and experience to transition quickly.
• Success will be measured by your ability to resolve advanced issues independently, contribute to product and process improvements, and reduce reliance on Engineering escalations.

Requirements

• Bachelor’s degree in Information Systems, Business, or equivalent experience.
• 3+ years of experience in customer support, with demonstrated Tier 2 troubleshooting skills.
• Strong troubleshooting ability for SaaS applications, integrations, and payment processing systems.
• Excellent problem-solving skills and a proactive approach to resolving technical issues.
• Strong written and verbal communication skills.
• Ability to analyze system behavior and identify underlying technical issues.
• Experience documenting solutions, workflows, and best practices for internal and external use.
• Comfortable working across teams, including Product Management, Engineering, and leadership.
• Ability to manage multiple tasks, prioritize effectively, and work independently.
• Strong time and project management skills.
• · Ability to remain calm under pressure and adapt to evolving customer needs.

Preferred Skills

• Experience with O365 tools.
• Proficiency in Zendesk or similar ticketing systems.
• Knowledge of SQL, HTML, or JavaScript is preferred.
• Prior experience with Doubleknot or similar SaaS solutions for admissions-based organizations.
• Strong analytical thinking and ability to diagnose complex system issues.
• A proactive approach to learning and taking on additional responsibilities.

Excited about this role but don’t meet every single requirement?  Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification.  At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.  You may be just the right candidate for this or other roles. 

The Company offers a comprehensive employee benefits program, including: 

• Medical, dental, and vision insurance options 
• 100% Employer paid short/long term disability  

• Basic Life 
• 401K option with 100% company match  
• Flexible paid personal/vacation time built on mutual trust and accountability  
• 10 sick days annually  
• 10 company paid holidays  
• 6 weeks paid parental leave  

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.  

Salary Range Disclosure 

The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork’s total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more. 

Salary Range 

US Remote: $50-55,000 USD per year  

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.