Tier 2 Customer Support Representative - Remote

Overview

As a Customer Support Representative (Tier 2), you will play a vital role in resolving complex customer issues, identifying broader system challenges, and creating knowledge resources.

In Short

• Collaborate with your team to ensure seamless coverage across all support channels.
• Provide efficient, remote assistance to external customers.
• Identify and document recurring issues by creating detailed problem tickets.
• Continuously seek opportunities to streamline agent workflows.
• Passionate advocate for improving the customer experience.
• Strong team player who prioritizes collaboration and effective communication.
• Familiarity with CRM and ticketing systems, especially Salesforce Service Cloud.
• 2+ years of experience in technical support.
• Ability to work in a hybrid environment, attending the office at least two days per week.
• Flexibility to work assigned shifts within the hours of 7 am to 7 pm MST.

Requirements

• 2+ years of experience in technical support within the high-tech or consumer electronics industries.
• A high school diploma with relevant work experience or an associate degree is preferred.
• Ability to sit or stand at a desk for an 8-hour shift.
• Quiet work environment with minimal background noise or interruptions.
• Internet access with minimum download speeds of 100 Mbps.

Benefits

• Opportunity to work in a dynamic and fast-paced environment.
• Collaborative team atmosphere.
• Continuous learning and professional development opportunities.
• Flexible working conditions.