Customer Support Specialist, Tier 1

About Alpine IQ

Alpine IQ was founded in 2019. At its inception, Alpine IQ developed a groundbreaking tool to manage customer data compliance across multi-state/ provincial regulatory environments. This concept later sprouted organically into a full suite of tools to protect, segment, promote, and sync consumer experiences both in-store and online. The Alpine product lineup includes many components that work seamlessly together on top of high-risk industry specific 3rd parties to power loyalty systems, mobile apps, marketing, point of sale, marketing messaging automation, referral programs, store review automation, in-store screens, and more.

Do you have a passion for helping customers, solving technical challenges, and improving processes? At Alpine IQ, we're looking for a Customer Support Specialist, Tier 1 to provide exceptional technical support while enhancing our overall customer service experience.

About The Role

As a Customer Support Specialist, you will be the first point of contact for our customers, offering swift and knowledgeable assistance. You’ll handle escalated support requests with technical precision, ensuring issues are resolved quickly and customers feel supported. Your role will involve working closely with colleagues across departments like engineering, sales, and marketing to ensure customer needs are fully met.

What You'll Do

Key Responsibilities

• Provide Technical Customer Service: Assist customers through chat, email, and phone with troubleshooting and technical problem-solving.
• Oversee Customer Service Improvements: Follow up with customers to assess satisfaction, monitor performance metrics, and implement process improvements.
• Recommend Product Enhancements: Identify patterns and suggest product or system improvements, collaborating with managers to drive better business outcomes.
• Assist with Special Projects: Support Tier 2 and the Manager of Customer Support as needed on various initiatives.
  
  

What You'll Bring

• Customer Service Expertise: You’ll manage technical inquiries for new and existing customers, ensuring efficient resolutions.
• Technical Troubleshooting: Strong ability to diagnose and solve technical issues while tracking progress and following up with customers.
• Clear Communication: Whether speaking with customers or colleagues, you can explain complex issues in a way that everyone understands.
• Analytical Mindset: You’re skilled at root-cause analysis and using data insights to recommend improvements that benefit both the customer and the business.
• Organizational Skills: Ability to multitask, prioritize multiple support requests, and meet deadlines in a fast-paced environment.
  
  

Qualifications

• Bachelor's or associate’s degree in a technical field or related experience.
• At least 1 year of experience in a technical customer support role, particularly in software, hardware, or network troubleshooting
• Experience working in a SaaS environment is a plus!
  
  

Work Environment & Requirements

• Remote Work: You’ll work from the comfort of your home, provided with a company computer.
• Collaborative Team: Must be comfortable appearing on camera for team meetings and customer-facing interactions.
• Reliable Workspace: You’ll need access to a quiet, professional environment with a secured, high-speed internet connection.
  
  

Benefits

• Medical, Dental, Vision, and ancillary benefits
• 401(k) Company Match
• Unlimited PTO
• Home Office Benefit
• Paid Parental Leave
• Virtual Events & Annual Company Meetup
• Company Laptop
• and More!
  
  

Ready to embark on this adventure together? We can't wait to meet you and explore the endless possibilities.

The Pay Range For This Role Is

50,000 - 58,000 USD per year(Remote)