Tier 1 Technical Support Specialist

AssociationReady is hiring a dependable Tier 1 Technical Support Specialist to support customers through both computer-based troubleshooting and hands-on document fulfillment.

Responsibilities

• Handle customer inquiries via phone, email, and support tickets with timely, professional responses.
• Support customers with software navigation, account access, document ordering, billing questions, and general platform functionality.
• Troubleshoot routine software issues using established procedures and available internal resources.
• Provide basic customer training and assist with screen sharing when needed.
• Escalate software bugs, technical issues, billing adjustments, and complex customer concerns to the appropriate team members.
• Assist with association setup and document-related administrative tasks.
• Monitor order status, resolve routine processing issues, and communicate updates to customers.
• Support in-house document fulfillment: print, organize, package, and prepare documents for shipment.
• Verify document quality, shipping information, and order accuracy.
• Maintain confidentiality and follow established document handling procedures.
• Use knowledge and basic troubleshooting practices for common desktop web browsers, mobile operating systems, and smaller touchscreen devices.
• Create, update, and maintain accurate customer support tickets.
• Document customer interactions, troubleshooting steps, and outcomes.
• Follow support procedures and response-time expectations.
• Coordinate with internal teams to resolve issues and complete customer requests.
• Identify recurring customer issues and suggest process improvement opportunities.
• Support additional operational responsibilities as needed.

Requirements

• Strong written and verbal communication skills.
• Friendly, professional, and customer-focused attitude.
• Comfort learning and navigating web-based software.
• Strong organizational skills and attention to detail.
• Ability to troubleshoot basic issues and follow established procedures.
• Ability to manage multiple tasks and changing priorities.
• Dependable and punctual; able to work independently and as part of a team.
• Ability to work a full-time hybrid schedule within established support hours.

Work Arrangement, Schedule, and Work Location

• Work arrangement: Hybrid
• Schedule: Monday–Friday; shifts scheduled between 8:00 AM and 6:00 PM Eastern Time
• Work location: In person
• Role includes computer-based customer support plus hands-on document fulfillment (printing, packaging, shipping), with comfort transitioning between responsibilities throughout the workday.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Preferred Qualifications

• Previous customer service, administrative, or technical support experience.
• Familiarity with web-based software, SaaS applications, or ticketing systems.
• Experience with document processing, printing, packaging, or shipping.
• Experience working in a fast-paced, customer-focused environment.

Education

• High school diploma or equivalent (preferred)

What Success Looks Like

• Provide friendly, accurate, and timely customer support.
• Resolve routine issues independently and escalate complex matters appropriately.
• Maintain thorough and accurate support documentation.
• Process document orders and shipments efficiently with minimal errors.
• Demonstrate reliability, teamwork, and willingness to learn.
• Continuously improve knowledge of AssociationReady’s software and operations.

Salary: USD 45,000 - 50,000 per year

Location: Suwanee, GA (hybrid)