[Hiring] Tier 1 Support Associate @SwordPoint.ai

Role Description

We are seeking a motivated and customer-focused Tier 1 Support Associate to serve as the first point of contact for WinGen users. In this role, you will handle inbound support requests from contractors, home retailers, and internal users, triaging issues, resolving common problems, and escalating complex cases to our Advanced Support team. You will play a critical role in maintaining the quality of the WinGen customer experience and ensuring that our clients can operate efficiently on the platform.

• Serve as the first point of contact for WinGen users submitting support requests via phone, email, and help desk ticketing systems.
• Triage incoming tickets, gather relevant information, reproduce issues where possible, and resolve common platform questions and user errors.
• Accurately document all support interactions, resolutions, and follow-up actions in Zoho Desk.
• Escalate unresolved or complex issues to the Advanced Support Specialist with clear, complete documentation to enable efficient handoff.
• Guide users through WinGen workflows, account configurations, and standard troubleshooting steps via multiple communication channels.
• Identify recurring issues and patterns and report them to the Advanced Support Specialist for root cause analysis.
• Maintain and contribute to the internal knowledge base, help articles, and FAQ documentation to reduce repeat ticket volume.
• Support onboarding of new users by responding to setup and configuration questions and directing clients to appropriate resources.
• Maintain a professional, helpful, and solution-oriented presence in every client interaction to protect and strengthen customer relationships.
• Participate in team meetings and training sessions to stay current on WinGen product updates, new features, and support processes.

Qualifications

• Education: High school diploma or equivalent required. Associate's or Bachelor's degree in Computer Science, Information Technology, Business, or a related field is a plus.
• Experience: Minimum of 1 year of experience in a customer-facing technical support, help desk, or IT support role. Experience with SaaS platforms is preferred.
• Technical Skills: Proficiency with Microsoft Office 365 and Teams. Comfort navigating web-based applications and ticketing systems. Familiarity with basic troubleshooting techniques for software and account issues.
• Communication: Clear and professional verbal and written communication skills, with the ability to explain technical concepts to non-technical users patiently and effectively.
• Problem-Solving: Ability to methodically diagnose issues, follow established support procedures, and determine when to escalate versus resolve independently.
• Customer Focus: A genuine commitment to client satisfaction, with the ability to manage frustrated or time-sensitive customers with professionalism and empathy.
• Organization: Ability to manage a queue of open tickets simultaneously, prioritize by urgency, and follow through on all open items without needing to be reminded.

Requirements

• Experience with Zoho Desk, Zoho CRM, ServiceNow, ZenDesk, or comparable help desk platforms.
• Familiarity with retail home services, trades, or contractor businesses.
• Exposure to cloud-based platforms such as Microsoft Azure, AWS, or Google Cloud.
• Basic knowledge of SQL, APIs, or data workflows.
• CompTIA A+ or Microsoft 365 Fundamentals certification, or equivalent.

Benefits

• Competitive base salary + bonus.
• Career growth opportunities as WinGen continues to expand.
• Training, mentorship, and a collaborative team culture.
• Comprehensive medical, dental and vision benefits.
• Company sponsored 401(k) with matching.
• Flexible PTO plus observed company holidays.

Company Description

WinGen is an industry leader in lead-to-sale automation, delivering AI and cloud-based technology that empowers service providers, home retailers, and OEMs across more than 20 trades. Processing over 4 million consumer leads annually, WinGen drives more than $3 billion in sales each year.