Tier 1 Support Specialist

Job Title: Tier 1 Support Specialist

Location: Remote only from EST
Employment Type: Full-Time
Work Hours: Must be available to work during overnight shifts on both weekdays and weekends, preferably from 8:00 PM to 4:00 AM EST.

About the Role

As a Tier 1 Support Specialist, you will serve as the frontline responder for all incoming support inquiries. Your responsibility will be to resolve routine support issues by adhering to predefined workflows and escalate more technical or unresolved problems to higher-tier teams. This role is well-suited for professionals who thrive on helping others, follow structure, and communicate clearly.

Key Responsibilities

• Monitor and triage incoming support tickets in a timely and organized manner
• Troubleshoot and resolve Tier 1 issues based on SOPs and scripts
• Escalate unresolved or technical tickets to Tier 2 teams with proper context
• Document all actions and resolutions clearly in Jira or other ticketing systems
• Communicate with end-users or internal teams to clarify support needs
• Adhere to SLA requirements and meet defined KPI metrics for response/resolution
• Follow structured support workflows and contribute to process improvements

Required Skills & Qualifications

• Excellent written and verbal communication skills in English
• Ability to strictly follow structured procedures and use knowledge base
• Familiarity with using web-based ticketing systems
• Proactive, customer-focused attitude with problem-solving orientation
• Reliable internet connection and remote work readiness
• Flexibility to work in rotating shifts or on weekends if needed

Preferred / Nice to Have Skills

• 5+ years experience in technical/customer support or help desk environment
• Experience using Jira Service Management or similar ITSM platforms
• Exposure to SaaS products, hospitality technology, or mobile device support
• Familiarity with ITIL or similar service management frameworks