Customer Support Specialist, Tier 1 - Part-time

Gradient is a climate technology company focused on improving home comfort and reducing the environmental impact of heating and cooling. The Part-Time Customer Support Specialist, Tier 1 serves as a frontline contact for customers, responds to routine questions, gathers information, escalates issues, reviews automated support interactions, and maintains accurate case records. ResponsibilitiesServe as a frontline point of contact for customers across email and, as Gradient expands its channels, phone and SMSRespond to routine customer questions using established procedures, macros, support content, and approved workflowsGather required customer and product information before escalating technical issues to Tier 2Review automated customer-support interactions for accuracy and identify situations requiring human interventionFlag incorrect, incomplete, or confusing automated responses and provide feedback to help improve Gradient's support processesRecognize issues that fall outside Tier 1