Tier 1 Technical Account Manager

1 week, 3 days ago
Contract
Mid Level
Customer and Technical Support

Anavah Talent

Anavah Talent is a headhunting, staffing, and recruiting company focused on helping businesses hire specialized overseas talent, especially for direct-hire remote roles. The company emphasizes direct hiring over traditional outsourcing, with a consultative process, candidate sourcing and screening, and a 90-day guarantee.

Staffing and Recruiting
51-200

Description

  • Respond to customer inquiries via Intercom, Pylon, and email with professionalism, empathy, and premium service standards.
  • Use AI-powered support tools and knowledge bases to improve the customer experience.
  • Become an expert in the company’s software product, use cases, and customer workflows.
  • Configure and integrate customer hardware such as IP cameras, scales, and printers.
  • Troubleshoot Tier 1 issues and resolve hardware-related problems.
  • Verify the customer experience and coordinate with engineering and implementation teams to resolve issues quickly.
  • Escalate more technical product issues to the appropriate internal teams.
  • Share updates, flag recurring issues, and help implement process improvements.
  • Adapt to changing processes and support operational improvements in a fast-paced environment.

Requirements

  • 3+ years of experience in a customer-facing support role, preferably in IT helpdesk, hardware support, IoT support, or a related technical function in a SaaS environment.
  • 1+ year of experience working with a technology startup, ideally U.S.- or Australia-based.
  • Experience with Windows operating systems, remote desktop software, and tools such as Intercom.
  • Exceptional English proficiency, with C2 level preferred and strong written communication skills.
  • Experience installing and setting up hardware such as printers and cameras.
  • A customer-first mindset with a bias toward action.
  • Highly organized and detail-oriented.
  • Ability to work in a fast-paced, dynamic environment.
  • Bachelor's degree or higher preferred, with summa cum laude, magna cum laude, cum laude, or Academic Scholar distinction from a reputable college.
  • Familiarity with Intercom, Pylon, and Google Sheets preferred.
  • Experience in a physical IT helpdesk troubleshooting hardware such as printers preferred.
  • Experience working with U.S.-based enterprise SaaS startups preferred.

Benefits

  • Competitive compensation with negotiable pay based on experience.
  • Regular USD pay twice per month.
  • Remote work from anywhere.
  • Milestone gifts and birthday treats.
  • Team experiences including offsites, meetups, virtual town halls, and international paid travel.
  • Mentorship, advocacy, and ongoing support.
  • Opportunities for promotions, raises, and scope increases.

Interested in this position?

Apply directly on the company website

Apply Now

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