Job Description

Tier 1 Service Desk Specialist

Role Summary:

The Tier 1 Service Desk Specialist reports directly to the Customer Success Manager and 

serves as the primary point of contact for customer support requests. This role is 

responsible for delivering exceptional customer service, providing technical support, and 

supporting customer success initiatives through efficient case management and proactive 

customer engagement.

Key Responsibilities

Primary Customer Support Functions

  • Serve as the first point of contact for all customer inquiries during established

    • business hours, with 90% of inbound traffic received via email and automatically 

    ingested into Freshservice as tickets

  • Monitor and respond to multiple communication channels including phone, email,

    • chat, and video conference

  • Provide exceptional customer service with full ownership of service requests from

    • i...

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