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Do something big and innovative! Stretch your creative muscles and work on big issues. Since 1989, we have developed technology environments, applications, and tools by providing experienced teams to implement, enhance, and maintain our clients’ essential systems and applications. Come join the Scalence team!
Job Title: Customer Support Agent/Product Support Agents Level 1 and Level 2
Location: Troy, MI / Morristown, NJ / Charlotte, NC
Contract Duration: 12+ month
Location: Onsite
Rate: $23-$25/hr
Overview:L1 Product Support Agents
- Provide front-line customer support for Anthropic products through the ticketing platform.
- Responsibilities:
- Resolve P4/P5 customer tickets related to billing, subscriptions, account access, and product usage
- Maintain productivity targets (~250–300 tickets per week)
- Use response templates and knowledge base guidance
- Properly categorize tickets and escalate edge cases when necessary
L2 / Senior Support Agents
- Handle complex cases and support frontline agents.
- Responsibilities:
- Resolve billing disputes, refund exceptions, and policy edge cases
- Assist L1 agents with troubleshooting and escalations
- Ensure consistent policy application across the support team
Recruiter Name: Jesse Beltran
Contact Email/ Phone: jesse.beltran@scalence.com / 602.622.6247 (cell)
http://www.scalence.com
