L1 Support Engineer

The Bridge Technical Support team provides technical assistance to end users of Bridge, as well as integrated and related products within the platform ecosystem. Technical Support Representatives assist a variety of users—including end users, learning management system administrators, and corporate clients—by offering troubleshooting and guidance via phone, web-based tools, and email. They advise clients on product usage, resolve technical issues, and escalate more complex problems when necessary. During escalations, Support Representatives serve as a liaison between customers and Tier 2 Support, ensuring a smooth transition and continuous communication from issue initiation through resolution or escalation.

Key Responsibilities:

• Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and end-users.
• When working tickets:
• Validate and clarify the issue reported
• Answer how-to questions
• Fix end...