Tier 1 Technical Support

Job Title: Tier 1 Support Representative Internship

TalentGuard is seeking a motivated and detail-oriented Tier 1 Support Representative Intern to provide exceptional customer support and enhance our online knowledge base. In this role, you will assist customers with troubleshooting and inquiries while leveraging your writing skills to create and refine customer-facing documentation. This is a unique opportunity to contribute to customer satisfaction and improve self-service resources for our growing user base.

Key Responsibilities

Customer Support

• Respond to customer inquiries via email, chat, and/or phone, ensuring timely and effective resolution of Tier 1 issues.
• Diagnose and troubleshoot basic technical or account-related problems, escalating complex issues to Tier 2 or specialized teams when necessary.
• Provide professional and empathetic support to maintain a high standard of customer satisfaction.

Knowledge Base Management

• Create, update, and optimize articles for our online knowledge base, ensuring content is accurate, user-friendly, and aligned with customer needs.
• Identify common customer issues and translate them into clear, actionable documentation.
• Collaborate with internal teams (e.g., Customer Success, Product, Engineering) to gather information and ensure alignment on content.
• Analyze customer feedback and support trends to proactively recommend new topics or improvements to existing resources.

Skills and Qualifications

Ideal candidates for this internship will bring:

• Experience in a customer support role, preferably in a SaaS or tech environment.
• Strong written and verbal communication skills with the ability to communicate and create concise, clear, and engaging content.
• Strong problem-solving and troubleshooting abilities, with a customer-focused mindset.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Proficiency with support platforms (e.g., Zendesk) and knowledge base tools.

Preferred Qualifications

• Experience in creating and managing customer-facing documentation or technical writing.
• Basic understanding of HTML, Markdown, or other documentation formatting tools.

Send a resume to careers@talentguard.com