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Tier 1 Technical Support Agent Jobs (NOW HIRING)

One, Inc.

Technical Support Agent, Tier 1

Technical Support Agent Tier 1 Department: Customer Support Reports To: Technical Support, Team Lead FLSA Status: Hourly Job Type: Full-time Location: US Remote Overview: The Technical Support Agent ...

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Tier 1 Technical Support

Kansas City, MO · On-site

$36K - $45K/yr

Description Tier 1 Technical Support Location - Kansas City Working Group - 3 Travel Required - No Classification - Non-Exempt Leadership Level - GS 3 to GS 4 *Core Competencies associated with this ...

Revelyst

Technical Product Support Agent

San Diego, CA · On-site +1

$21 - $22.50/hr

As a Tier 1 Technical Product Support Agent you provide the initial Technical Support contact to the end-user. To identify, research, and resolve all general support issues or determine that Tier 2 ...

Lucas Systems

Technical Support Agent

Easley, SC · On-site

$20/hr

Since opening our doors in 1992, we are one of the oldest POS companies in the Quick Service ... A Technical Support Agent will be required to assist end users of Point-of-Sale solutions in ...

American Innovations LTD

Technical Support, Tier 1

Austin, TX · On-site +1

$37K - $46K/yr

About the Role As a Technical Support Representative, Tier 1, you'll be the first point of contact for customers troubleshooting tablet, connectivity, and account issues - by phone and chat. You'll ...

Lucas Systems

Technical Support Agent

Easley, SC · On-site

$20/hr

Since opening our doors in 1992, we are one of the oldest POS companies in the Quick Service ... A Technical Support Agent will be required to assist end users of Point-of-Sale solutions in ...

American Innovations

Technical Support, Tier 1

Austin, TX · On-site

$37K - $46K/yr

About the Role As a Technical Support Representative, Tier 1, you'll be the first point of contact for customers troubleshooting tablet, connectivity, and account issues - by phone and chat. You'll ...

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How much do tier 1 technical support agent jobs pay per hour?

As of Aug 15, 2026, the average hourly pay for tier 1 technical support agent in the United States is $19.07, according to ZipRecruiter salary data. Most workers in this role earn between $15.14 and $21.88 per hour, depending on experience, location, and employer.

What challenges do Tier 1 technical support agents face, and how can they be addressed?

Tier 1 Technical Support Agents often encounter challenges such as managing a high volume of support requests, troubleshooting a wide range of basic technical issues, and communicating solutions clearly to users with varying technical backgrounds. To address these challenges, agents rely on strong problem-solving skills, clear communication, and comprehensive knowledge bases or scripts provided by the company. Regular training and support from senior team members also help agents stay updated on common issues and effective troubleshooting methods.

What is a Tier 1 technical support agent?

Tier 1 Technical Support Agents are the first point of contact for customers experiencing technical issues with a product or service. They handle basic troubleshooting, answer common questions, and resolve simple problems such as password resets or connectivity issues. If the issue is too complex, they escalate it to higher-level support teams. Their role is crucial for providing efficient customer service and ensuring user satisfaction.

What skills and qualifications are needed to be a Tier 1 technical support agent?

To thrive as a Tier 1 Technical Support Agent, you need a basic understanding of computer systems, troubleshooting techniques, and customer service principles, often supported by a high school diploma or equivalent. Familiarity with ticketing systems (like Zendesk or Freshdesk), remote desktop tools, and basic networking concepts is typically required. Strong communication, patience, and problem-solving abilities help agents effectively assist users and de-escalate issues. These skills ensure quick and accurate resolution of technical problems, leading to higher customer satisfaction and efficient service delivery.
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Tier 1 Technical Support Agent jobs near you
Infographic showing various Tier 1 Technical Support Agent job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 21% Part Time, and 5% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $39,664 per year, or $19.1 per hour.

Technical Support Agent, Tier 1

One, Inc.

Remote

Full-time

Medical, Dental, Vision, Retirement

Posted 4 days ago

Job description

Position Title: Technical Support Agent Tier 1
Department: Customer Support
Reports To: Technical Support, Team Lead
FLSA Status: Hourly
Job Type: Full-time
Location: US Remote
Overview:
The Technical Support Agent is responsible for providing exceptional customer service while helping external customers identify and resolve technical application issues for our suite of products through all means available (i.e. phone, email, chat, etc.). The TSA will be included on the on-call rotation of a week (Once every 4-5 weeks) for emergency after-hours support line. The agent is responsible for the case management in our CRM system as appropriate. This individual must be detail oriented and possess a strong technical interest.
Key Responsibilities:
  • Facilitate communication between One Inc Support and customers regarding open cases
  • Troubleshoot technical problems and answer support questions for One Inc. products
  • Create, update, and close their CRM tickets as appropriate
  • Escalate complex, difficult, or complaint calls to a Tier II Technical Support Engineer or Manager and/or other internal resources necessary
  • Clearly articulate technical issues, solutions, and activities to colleagues and clients
  • Investigate bugs, support, change, and/or features requests by gathering business and technical requirements
  • Creation and review of knowledge base articles for reference by other team members
  • Work in team environments that span functional and geographic boundaries
  • Build strong, trustful relationships with customers
  • Other duties assigned as necessary

Skills:
  • Excellent attention to detail, strong investigative skills and exceptional analytical skills
  • Solid time-management skills
  • Strong interpersonal skills and the ability to adapt in a complex and changing environment
  • Excellent verbal and written communication skills
  • Excellent customer service ability that results in trust and long-standing relationships with our customers
  • Demonstrated ability to prioritize and multi-task in a deadline driven, high pressure environment
  • Must be team oriented with the ability to work independently and have the flexibility to work on holidays and weekends as needed

Preferred Skills:
  • Business to business external customer support
  • SaaS support experience
  • Insurance industry experience dealing with a policy and/or agency management system
  • Exposure to PCI compliance standards and software development lifecycles
  • Have any/ all of the following experience using: Salesforce, JIRA, and AHA experience a plus.

Education & Experience:
  • Bachelor's Degree in Computer Science, Information Systems, or 2+ years of technical support or equivalent software application experience
  • Proven work experience in a similar role, - insurance or payments industry experience preferred

Desired Traits:
  • Action Oriented, Growth Mindset, Positive Outlook, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development

Physical Demands:
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Environment:
Standard indoor office setting; exposure to computer screens.
Physical:
Requires repetitive motion. Substantial movements/motions of the wrists hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed.
Vision:
See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents.
Hearing:
Ability to hear in the normal audio range with or without corrections.
Company Profile: One Inc provides insurers with the capability to give their customers what they expect: choice, control, convenience, and continuity. That's the strength derived from the Power of One™ - a cohesive and seamless experience for both inbound and outbound digital insurance payments.
The One Inc Digital Payments Platform combines multi-channel digital communications with electronic payment processing and disbursement, creating a frictionless premiums and claims payments experience. As one of the fastest growing digital payments platforms in the insurance industry, One Inc manages billions of dollars per year in premiums and claims payments.
Headquartered in Folsom, CA-One Inc offers a competitive salary, and benefits including medical, dental, and vision insurance, 401(k) plan, a commitment to a solid work/life balance, and a policy of promoting from within whenever possible.
One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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