Tier-1 Help Desk and Support Technician

We are seeking a customer-focused Tier-1 Help Desk and Support Technician to provide frontline technical support for our Awarded AI platform. In this role, you will serve as the first point of contact for our customers, helping users resolve issues, answering questions, and ensuring a seamless experience with our SaaS solutions. Your primary mission is to deliver fast, friendly, and effective support that empowers customers to maximize the value of our platform. As the first point of contact, responsibilities include responding to customer inquiries via email, chat, or phone, providing prompt and professional assistance, diagnosing, resolving basic technical problems, such as login issues, navigation help, user account management, and standard platform functionality. Identify cases that require advanced troubleshooting and escalate to Tier-2 or engineering teams with thorough documentation. Accurately log, update, and close support tickets using our ticketing system and guiding users through platform features and best practices.