This role begins at Tier 0, where agents ramp up to Tier 1 readiness over their first few weeks.
The Tier 0 Support Agent independently handles a broad range of contributor support issues, including moderately complex and nuanced cases requiring sound judgment, investigation, and clear communication.
This role works cross-functionally to ensure contributors receive accurate, timely, and thoughtful support while helping identify opportunities to improve workflows and documentation.
- This role is well-suited for experienced support professionals who are comfortable operating autonomously and navigating ambiguity in a fast-paced environment.
**You Will**:
- Communicate clearly, empathetically, and professionally.
- Document investigations, actions taken, and resolutions thoroughly in Zendesk or equivalent systems.
- Identify issues outside the tier's scope and escalate with clear context and documentation.
- Contribute feedback on workflows, macros, or ...