L1 Technical Support for an Enterprise Software / AI Company

MRF: 345218

Is This YOU? Then We Want to Meet You!

We are in search of Technical Support for an end-to-end agentic delivery platform campaign built to revolutionize enterprise ERP projects, specifically targeting complex SAP and Salesforce implementations. We provide project teams, system integrators, and enterprise IT architecture groups with a single, structured environment to manage knowledge, automate repetitive work, and maintain absolute control from initial scoping all the way through go-live. 

As our Tier 1 Technical Support, you will be the frontline face of the campaign for their clients. 

You will manage incoming inquiries across phone, email, and live chat, acting as the primary filter and problem-solver for our users.

Who We Are:
At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences. 

Requirements

• 2+ years of experience in B2B SaaS customer support or technical helpdesk environments.
• Outstanding written and verbal English communication skills, with an ability to explain advanced technical features in a simple, straightforward, and professional manner.
• High initiative and a proven ability to quickly learn a complex software platform independently using existing documentation, training courses, and team meetings.
• Strong organizational skills to manage an incoming ticket queue autonomously without requiring heavy management oversight.

Responsibilities

• Act as the first level of support (Tier 1) for all incoming tickets via Pylon, ensuring strict adherence to our response and resolution SLAs (Urgent: 1–2 hours, Medium: 4–8 hours, Low: 8–16 hours).
• Resolve frequent "How-To" and navigation questions, guiding users through our major functional tools 
• Investigate repetitive "bug" reports to determine if they are genuine software glitches or user errors (such as prompt styling or permission steps), logging legitimate development issues accurately into Linear.
• Proactively flag and update outdated internal and external documentation housed on Notion as the engineering team pushes fast platform updates.
•  Follow clean escalation paths to internal SAP experts and company leadership for out-of-scope issues, while comfortably hopping on live customer video calls if urgently requested.

Nice to have
Hands-on experience working with modern startup platforms including Pylon (ticketing), Linear (issue tracking), Slack, and Notion.
Prior exposure to ERP systems, SAP implementations, or enterprise software delivery workflow

Working conditions
Hours: 7:00 AM – 4:00 PM EST, Monday to Friday

Tech Checklist – Gotta Have It!

• A reliable computer (preferably younger than 3 years) and a stable high-speed internet connection.
• Experience working with Marketplace platforms such as Amazon, eBay, Etsy, Walmart, and Google Shopping Actions, et al.
• A quiet, cozy workspace to handle calls and chats like a pro.

PLEASE FILL OUT THIS FORM: Skills Assessment Form

Click Here  - Your First 30-60-90 Days at LTVplus: What to Expect


HIRING BUDGET: USD1,150 - 2,000 per month