P1P1 — Entry-Level Professional
Entry
Triage incoming tickets under guidance.
What this level means
New to role or field; performs basic tasks under supervision
- Scope
- Own tasks within a defined component
- Autonomy
- Close supervision; work reviewed frequently
- Complexity
- Routine problems with known solutions
- Impact
- Own deliverables
- Decision rights
- Few independent decisions; escalates the rest
- Leadership
- None — building the craft
- Typical experience
- 0–2 yrs
What you'd do
- Perform simple checks
- Follow scripts and KB articles
- Escalate unresolved issues
- Log customer interactions
- Assist in troubleshooting basic issues
- Provide feedback on common issues
- Maintain ticket documentation
- Support team in daily operations
- Triage incoming tickets
- Follow predefined scripts
- Document customer interactions
Skills, knowledge & tools
- Basic troubleshooting
- Effective communication
- Customer interaction
- Time management
- Documentation
- Technical aptitude
- Adaptability
- Basic product knowledge
- Product features
- Support ticket systems
- Customer service protocols
- Basic technical concepts
- Common customer issues
- Company policies
- Knowledge base usage
- Escalation procedures
- Attention to detail
- Responsiveness
- Empathy
- Basic technical knowledge
- Customer service orientation
- Problem-solving
- Communication
- Teamwork
What good looks like
- Associate’s or bachelor’s degree in engineering, computer science, or a relevant technical field
- Basic technical skills
- Strong communication skills
Common titles
Product Support (Tier 1) IProduct Support (Tier 1) 1Entry-Level Product Support (Tier 1)Junior Product Support (Tier 1)Associate Product Support (Tier 1)
What it pays
Market-pay benchmarks for this family × level are being recalibrated across all survey sources and will return shortly.
O*NET / SOC: 43-0000 — Office & Administrative Support Occupations (inferred)