Tier i tech support agent (seasonal)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Tier I Tech Support Agent (Seasonal) based in the United States. This seasonal remote role provides first-level technical support to franchisees, their staff, and, when needed, their customers. You will troubleshoot common technology issues and guide users toward clear, practical solutions. The position combines technical problem-solving with a strong focus on customer service and communication. You will manage support requests across phone, email, and ticketing channels while keeping accurate records of each interaction. More complex issues will be escalated appropriately, giving you exposure to structured technical support processes and team collaboration. You will also contribute to knowledge-base resources that make recurring technical issues easier to resolve.

Accountabilities

• Respond promptly and professionally to technical support requests received by phone, email, and ticketing systems.
• Diagnose common technical problems and provide clear, step-by-step instructions to help users resolve issues.
• Troubleshoot basic computer, software, hardware, and related technology issues within the scope of Tier I support.
• Escalate complex or unresolved technical issues to Tier II support or the Tech Support Manager when appropriate.
• Create, update, and maintain accurate support tickets, documenting troubleshooting steps and resolutions.
• Provide a high level of customer service by handling questions and technical concerns with patience, professionalism, and care.
• Create and maintain knowledge-base articles covering recurring technical issues and effective solutions.
• Collaborate with teammates and managers to identify opportunities to improve support processes and overall service quality.
• Manage multiple support requests efficiently while maintaining accuracy, responsiveness, and appropriate prioritization.
• Follow established technical support procedures, workflows, and escalation protocols.

Requirements

• High school diploma or equivalent required.
• Previous customer service or technical support experience is preferred.
• Basic understanding of computer systems, commonly used software, hardware, and fundamental troubleshooting techniques.
• Ability to explain technical concepts and solutions in simple, easy-to-understand language.
• Strong customer-service mindset with the ability to remain professional, patient, and helpful when assisting users under pressure.
• Strong problem-solving skills and the ability to diagnose and resolve straightforward technical issues independently.
• Good time-management and organizational skills, with the ability to handle multiple requests and priorities efficiently.
• Adaptability and willingness to learn new technologies, tools, systems, and support processes.
• Strong written and verbal communication skills.
• Ability to work effectively both independently and as part of a support team.
• Comfortable spending extended periods working on a computer and communicating with users through phone, email, or video calls.
• Ability to occasionally lift or move items weighing up to 20 pounds.
• Comfortable working in a remote environment without exposure to outdoor weather conditions.

Benefits

• Hourly pay of $16.00.
• Seasonal employment with a fully remote work environment within the United States.
• Opportunity to gain hands-on experience in technical support and customer service.
• Exposure to structured Tier I/Tier II technical support operations and escalation processes.
• Opportunity to strengthen troubleshooting, communication, problem-solving, and time-management skills.
• Experience creating and maintaining technical knowledge-base documentation.
• Opportunity to collaborate with technical support professionals and managers.
• Equal opportunity employment and reasonable accommodations for qualified individuals with disabilities.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!

Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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