Product Support Representative – Level 1


Product Support Representative - Level 1

Atlanta, GA Area

Office Location:

3901 Roswell Road Marietta, GA 30062

Job Description

The Support Representative is a member of the first level customer support team, whose primary responsibility is providing response oriented software product support of customer requests and issues. The Support Rep will provide customer support via phone, email, chat, web and other channels as required.  The Support Rep is responsible for responding to and resolving customer requests for assistance with product. The position requires software product support or customer service experience, strong organizational skills, attention to details, a deep commitment to customer satisfaction and desire to participate in driving continual process improvement.  Applicants in this position must have strong communication skills and a customer service mindset, as this position will serve as a primary face and voice of the organization to our customers.


  • Receive & resolve inbound calls, emails, chats, tasks, & tickets
  • Research and resolve product issues and questions from our merchants and our Resellers, partners and Sales Representatives.
  • Diagnose customer issues through process of elimination by asking probing questions
  • Follow up and make scheduled call backs to customers where necessary
  • Ensure proper recording and closure of all issues
  • Communicate resolution times and resolutions clearly to customers in a timely fashion
  • Product setup and configuration
  • Product demonstrations
  • Ensure high level of customer satisfaction
  • Taking ownership of customer issues reported and seeing problems through to resolution
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Improves system performance by identifying problems; recommending changes
  • Updates job knowledge by participating in educational opportunities; maintaining personal networks
  • Prepare accurate and timely reports
  • Document knowledge in the form of knowledge base notes and articles
  • Ability to maintain presence and control
  • Enter all correspondence and necessary information related to a customer issue into the CRM or ticketing system
  • Follow procedures and work with manager to create an exceptional service experience for customers
  • Alert management and team members of at-risk accounts and critical product issues


  • Experience in a software support organization
  • Strong listening skills
  • Good verbal and written communication skills
  • Proper phone etiquette
  • Ability to speak and write clearly and accurately
  • Associate’s Degree in Business or a related field or comparable related training/experience
  • Proficient in Microsoft Office
  • Able to thrive in a flexible, fast-paced environment
  • Knowledge of customer service principles and practices
  • Willingness to co-operate with others and work to the greater good
  • Multi-tasking capabilities
  • Working availability on a Saturday, Sunday and evenings
  • Exemplary Attendance and Punctuality
  • Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships
  • Experience with credit card and payment processing a plus
  • Experience or desire to increase technical and programming skills is a plus
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