Job Description
TIER 1 FRONTLINE & EXECUTION TEAM Support Operations Location: Remote Employment Type: Full Time ROLE PURPOSE The Frontline & Execution Team serves as the first point of contact for all inbound customer support interactions.
This team is responsible for rapid intake, accurate triage, initial troubleshooting, and clean escalation when necessary.
Frontline agents are the voice of Science On Call.
They ensure customers feel heard, supported, and confident from the first interaction while maintaining strong ticket hygiene, priority accuracy, and documentation standards.
This role operates at the intake and execution level ensuring tickets move efficiently through the system without bottlenecks.
PRIMARY FUNCTION Answer SMS, emails, and tickets promptly Gather complete and accurate information during intake Triage and prioritize based on urgency and business impact Resolve routine technical requests within Tier 1 scope Escalate int...