Customer Success Representative (CSR) Tier 1

Job description

Date Added:

2026-01-09 SUMMARY The Customer Success Representative (Tier 1) is the first point of contact for customers, providing friendly, multi-channel support. The role focuses on resolving common technical issues, documenting and escalating cases, and sharing customer feedback to improve products and support resources. As the first point of contact for our customers, you will be the face of our support team. You'll handle initial inquiries across various channels, solving technical hurdles and ensuring every user feels heard and supported. This role is perfect for a proactive problem-solver who enjoys troubleshooting and wants to help shape our product through direct customer feedback.

Key Responsibilities Omnichannel Support:

Manage inbound inquiries via phone, email, tickets, and SMS with speed, accuracy, and a friendly professional tone.

Technical Troubleshooting:

Use our internal knowledge base to diagnose product configurations and resolve common technical issues on the spot.

Issue Management:

Document and categorize all interactions; follow through on resolutions or strategically escalate complex cases.

Continuous Improvement:

Contribute to our Help Center documentation and relay recurring customer bugs and feature requests to our product team to drive future updates.

What We're Looking For Product Experts:

A quick learner capable of maintaining expert-level knowledge of our evolving product suite and policies.

Communicators:

Excellent written and verbal skills with a knack for translating technical concepts into simple, actionable steps for customers.

Process-Oriented:

Disciplined in using ticketing systems and office chat to ensure no customer inquiry falls through the cracks.

Qualifications Experience:

0-2 years of experience in a customer-facing role (e.g., customer service, retail, call center environment).

Skills & Abilities:

Exceptional written and verbal communication skills with a clear, professional, and empathetic tone. Strong problem-solving and analytical abilities with a focus on quick resolution. Ability to multitask, prioritize, and manage time effectively in a fast-paced environment. Proficiency with standard office software (Google Workspace, CRM, Ticketing Software).

Attributes:

High level of empathy and a genuine desire to help others. Patience and professionalism when handling difficult or frustrated customers.

Location:

This is an in-person role at our Fargo office (509 25 th Ave N, Fargo, ND 58102) or our Wahoo office (112 East 7th Street Suite 1, Wahoo, NE 68066). Keywords customer-success-management corporate-responsibility corporate-social-responsibility-csr certificate-signing-request-csr eye-face-and-head troubleshooting customer-review omnichannel hubspot-inbound sms-short-message-service texting knowledge-base product-configurators issue-management continuous-improvement-process-cip relays policies-and-practices ticketing customer-facing call-center environment-health-and-safety-hsse ecology-environment time-and-attendance google-workspace workspace candidate-relationship-management crm customer-relationship-management-crm