Customer Support Representative – Tier 1 (Specialist)

Are you a customer-focused problem solver with strong technical troubleshooting skills?

We are looking for a Tier 1 Customer Support Representative to join our team and provide frontline support to customers using our products and platforms.

You’ll be the first point of contact for customers, helping them resolve technical and non-technical issues while delivering a professional, positive and efficient support experience.

Key Responsibilities

Tier 1 Representative will:

• Provide frontline technical support for the installation and use of Hatch products and platforms;
• Troubleshoot customer hardware, software and operating-system-related issues;
• Provide non-technical support relating to orders, shipments, appointments, returns, RMAs and warranty matters;
• Manage customer enquiries across phone, email, chat and internal support channels;
• Maintain comprehensive knowledge of current and historical Hatch products;
• Accurately document customer interactions and resolutions within the designated support ticketing system;
• Provide customers with regular and professional updates throughout the support process;
• Identify issues requiring advanced technical intervention and escalate these appropriately;
• Collaborate with internal teams where necessary to resolve customer issues;
• Work effectively within a high-volume customer support environment; and
• Consistently achieve agreed performance KPIs while maintaining high standards of professionalism and customer satisfaction.

What We're Looking For

The ideal candidate will have:

• 2+ years of technical support experience
• 3+ years of professional computer troubleshooting experience
• Experience in technical support, service desk, desktop support or IT support
• Strong practical troubleshooting skills across hardware, software, operating systems and business applications
• Experience with Windows, ChromeOS, iOS, Android, macOS and Microsoft Office
• Experience using ticketing systems and remote-support tools
• Excellent written and verbal English communication skills
• The ability to explain technical issues clearly to non-technical customers
• Strong problem-solving and critical-thinking skills
• Excellent organisation and the ability to prioritise multiple requests
• A calm, professional and customer-focused approach