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We’re hiring a Technical Support Specialist (Tier 1) to join our remote team in the U.S.
In this entry-level role, you’ll be the first line of support for Conversica customers. You’ll provide outstanding service, guided troubleshooting, and a clear, confident voice when customers need help. You’ll triage support tickets, assist with product navigation and account updates, and collaborate with Tier 2 Support Engineers and cross-functional teams. If you're energized by helping others, curious about how software works, and looking to build hands-on experience in the SaaS world, this could be a great fit.
Responsibilities
- Deliver timely and professional support to customers via email, phone, and live chat.
- Troubleshoot and diagnose technical issues related to Conversica’s software, following standardized processes.
- Use internal systems (e.g., Zendesk, Salesforce) to manage, prioritize, and track support tickets.
- Escalate complex issues to Tier 2 support and proactively communicate status updates to stakeholders.
- Identify recurring issues or trends and share observations with the team.
- Apply product customizations and optimizations submitted by the Customer Success team.
- Support the knowledge base by documenting common solutions or FAQs.
- Collaborate with teammates to ensure a high-quality customer support experience.
Qualifications
- 1+ years in a SaaS, IT, or Help Desk support role (or relevant internship experience).
- Excellent written and verbal communication skills.
- Strong technical aptitude and problem-solving skills.
- Ability to work independently and prioritize multiple tasks in a fast-paced environment.
- Familiarity with support tools such as Zendesk, JIRA, Salesforce, or similar.
- Basic understanding of CRMs, marketing platforms, or willingness to learn.
- Interest in learning foundational SQL concepts over time.
- High school diploma or equivalent required; associate degree or higher preferred.
- Willingness to occasionally work weekends or holidays as needed.
This is a full-time, hourly, non-exempt role. The hourly pay range for this position is $24.00 to $27.00, depending on market location and experience. Conversica offers a comprehensive benefits package including health, dental, vision, PTO, holiday pay, and 401(k).
Conversica Seattle, Washington, USA Office
568 1st Avenue South, Seattle, WA, United States, 98104
What you need to know about the Seattle Tech Scene
Home to tech titans like Microsoft and Amazon, Seattle punches far above its weight in innovation. But its surrounding mountains, sprinkled with world-famous hiking trails and climbing routes, make the city a destination for outdoorsy types as well. Established as a logging town before shifting to shipbuilding and logistics, the Emerald City is now known for its contributions to aerospace, software, biotech and cloud computing. And its status as a thriving tech ecosystem is attracting out-of-town companies looking to establish new tech and engineering hubs.
Key Facts About Seattle Tech
- Number of Tech Workers: 287,000; 13% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Amazon, Microsoft, Meta, Google
- Key Industries: Artificial intelligence, cloud computing, software, biotechnology, game development
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Madrona, Fuse, Tola, Maveron
- Research Centers and Universities: University of Washington, Seattle University, Seattle Pacific University, Allen Institute for Brain Science, Bill & Melinda Gates Foundation, Seattle Children’s Research Institute
