Customer Support Tier 1

Role Overview

The Customer Support Tier 1 Specialist is the first point of contact for customers using LivTech's healthcare technology products, supporting 1-2 specialized brands within the division. This role owns front-line troubleshooting, account and access support, and routine product questions, resolving the majority of inquiries without escalation.

Key Responsibilities

• Respond to inbound support requests via phone, email, and chat/ticketing (Zendesk) within SLA targets for 1-2 assigned brands
• Troubleshoot common issues: login/access, navigation, basic configuration, and how-to questions
• Accurately log every interaction, including issue details and resolution steps, in the ticketing system
• Follow documented workflows and knowledge base articles for consistent, compliant responses
• Recognize when an issue exceeds Tier 1 scope and escalate to Tier 2 with complete, well-organized case notes
• Handle protected health information (PHI) in accordance with HIPAA and internal data handling policies
• Meet individual metrics for response time, resolution time, ticket quality, and customer satisfaction
• Flag recurring issues or documentation gaps to the Team Leader

Success in this role looks like

• First-response and resolution times consistently meet SLAs
• Strong customer satisfaction (CSAT) scores
• Ticket documentation is clear, accurate, and easy for Tier 2 to pick up
• Escalations are timely and well-documented, not premature or delayed

What Will Help You Succeed

• A naturally curious and investigative mindset
• Strong attention to detail, with a focus on quality and accuracy
• Comfort working with ambiguity and incomplete information
• A proactive, self-driven approach with strong ownership of issues

Required Qualifications

• Strong verbal and written communication skills; able to explain technical concepts to non-technical users
• Basic technical aptitude: comfortable navigating web applications and following structured troubleshooting
• steps
• Ability to learn and retain product knowledge across 1-2 assigned brands
• Comfortable working in a fast-paced, metrics-driven environment
• Ability to learn and apply HIPAA and data handling requirements

Preferred Qualifications

• Experience with ticketing/helpdesk systems such as Zendesk
• Background in customer service, technical support, or healthcare administration

Any offer of employment is conditional upon successful completion of a background check.

LivTech is proud to be an equal opportunity employer.

Job Type: Full-time

Pay: $50,000.00 - $53,000.00 per year

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Application Question(s)

• Have you supported customers across multiple channels, such as phone, email, and live chat? (Yes/No)
• Are you comfortable taking ownership of resolving a customer's issue, even when it wasn't caused by your own mistake? (Yes/No)
• Are you comfortable navigating a problem with little background information and ambiguity? (Yes/No)
• Are you comfortable troubleshooting a program you've never seen before, even without step-by-step instructions to follow? (Yes/No)

Work Location: Remote