Tier 1 Service Desk Specialist

Role Summary:

The Tier 1 Service Desk Specialist reports directly to the Customer Success Manager and

serves as the primary point of contact for customer support requests. This role is

responsible for delivering exceptional customer service, providing technical support, and

supporting customer success initiatives through efficient case management and proactive

customer engagement.

Key Responsibilities

Primary Customer Support Functions

• Serve as the first point of contact for all customer inquiries during established

business hours, with 90% of inbound traffic received via email and automatically

ingested into Freshservice as tickets

• Monitor and respond to multiple communication channels including phone, email,

chat, and video conference

• Provide exceptional customer service with full ownership of service requests from

initial contact through resolution

• Accurately log, classify, and manage all service requests in Freshservice case

management system with critical focus on proper ticket classification and

categorization

• Properly categorize incidents versus problems to ensure appropriate handling and

escalation paths

• Achieve first contact resolution whenever possible to maximize customer

satisfaction and operational efficiency

Technical Support Delivery

• Identify, assess, record, resolve, and escalate incidents and service requests within

agreed-upon SLA timeframes

• Manage product user accounts including provisioning, modifications, and

deactivations

• Provide "how-to" training and guidance to customers on product features and

functionality

• Escalate complex technical issues to Tier 2 or Tier 3 support teams when appropriate
• Proactively follow up on all requests to ensure successful resolution and customer

satisfaction

• Monitor ticket queue for stagnant cases and proactively communicate with

customers to prevent service degradation

• Identify and escalate emerging trends or patterns in customer issues to

management and product teams

• Contribute to and maintain the Freshservice knowledgebase with solutions and

documentation

• Collaborate with Product Team on user documentation and training video

development

• Assist in creating and maintaining Service Desk Standard Operating Procedures

Customer Success Support

• Support customer onboarding processes to ensure smooth product adoption
• Assist with project-related tasks and customer implementation activities
• Maintain accurate customer database information and account details
• Monitor DevOps change and release management activities for customer impact

assessment

• Assist with customer communications including notifications, announcements,

and system updates

• Prepare service desk metrics and reports for management and support teams
• Identify opportunities to improve customer experience and operational efficiency

Required Qualifications

Education

• Bachelor's degree in Information Technology, Business Administration, Computer

Science, or related field

• Relevant industry certifications (CompTIA A+, ITIL Foundation, or similar) preferred
• Equivalent combination of education and experience may be considered

Experience

• 2-3 years of experience in service desk, technical support, or customer service role

Experience with ticketing systems and case management platforms (Freshservice

experience preferred)

• Familiarity with change management processes and DevOps practices preferred

Technical Skills

• Knowledge of current desktop and network operating systems (Windows, macOS,

Linux)

• Understanding of common software applications and troubleshooting techniques
• Basic networking concepts and connectivity troubleshooting
• Proficiency with Microsoft Office Suite and collaboration tools
• Experience with remote support tools and screen sharing applications
• Strong email management and communication skills given high volume of email[1]based ticket intake
• Ability to quickly analyze and categorize tickets for proper routing and resolution
• Experience with trend analysis and pattern recognition in customer support data
• Basic knowledge in accounting and finance.

Essential Attributes

• Fluent in English with exceptional written and verbal communication skills
• Customer-focused mindset with genuine desire to help and support customers
• Excellent communication skills both written and verbal, with ability to explain

technical concepts to non-technical users

• Strong problem-solving abilities with attention to detail and analytical thinking
• Patience and empathy when working with frustrated or confused customers
• Self-motivated and results-oriented with ability to work independently and follow

direction

• Organizational skills with strong documentation and record-keeping abilities
• Adaptability and learning agility to quickly master new technologies and

processes

• Multitasking capability while maintaining focus and quality standards
• Professional demeanor with integrity, credibility, and good judgment
• Team collaboration skills with ability to work effectively across departments

Success Metrics

• Customer satisfaction scores and feedback
• First-call resolution rates and overall ticket resolution efficiency
• Response time adherence to SLA requirements
• Case volume management and productivity metrics
• Ticket classification accuracy and proper categorization rates
• Proactive identification and escalation of trends and patterns
• Stagnant ticket monitoring and proactive customer communication
• Knowledge base contribution and documentation quality
• Escalation accuracy and appropriateness