New

Tier 1 Support Agent

Togetherwork
vision insurance, parental leave, paid holidays, sick time, long term disability, 401(k)
United States, Georgia, Atlanta
Dec 20, 2025
Tier 1 Support Agent Location: Atlanta, GA Schedule: Full-time \| Hybrid (2-3 days in office) - weekends may be required As a Tier 1 Support Agent, you'll be the friendly, knowledgeable first point of contact for our Pet Care software customers. You'll help users via email, chat, and phone-answering "how-to" questions, solving common issues, and ensuring every interaction leaves them feeling supported and confident. You'll play a key role in triaging requests, resolving problems, and escalating complex cases to Tier 2 when needed. Along the way, you'll grow your product expertise and contribute to improving the customer experience. What You'll Do Deliver exceptional support through email, chat, and phone Help customers with "how-to" questions and common technical issues Troubleshoot and document inquiries using internal tools and resources Escalate complex issues to Tier 2 when needed, with clear context Maintain ownership of each case, ensuring follow-up and resolution What You'll Bring 6+ months of customer service experience (helpdesk, customer service, or pet care preferred) A love of problem-solving and helping others Comfort learning new tools like Zendesk, HubSpot, and Teams Ability to work independently while contributing to a highly collaborative remote team Bonus Points Experience in SaaS or software support Background in pet care, grooming, boarding, or veterinary services Passion for animals and helping pet businesses succeed Why You'll Love Working Here Growth from within: every Tier 2 Agent was promoted internally Supportive team culture: independent work meets constant collaboration Meaningful work: help pet businesses run smoothly and care for the animals we all love Work-life balance: hybrid flexibility, rotating weekends, and a close-knit team that values you The Company offers a comprehensive employee benefits program, including: Medical, dental, and vision insurance options 100% Employer paid short/long term disability Basic Life 401(k) option with 100% company match up to 4% Flexible paid personal/vacation time built on mutual trust and accountability 10 sick days annually 10 company paid holidays 6 weeks paid parental leave Pet Insurance Medical Travel Benefits Infertility Benefits Teladoc Employee Assistance Program Wellness Benefits & Engagement Platform Inclusion and Diversity:Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. CCPA Disclosure Notice: Click Here