Customer Success Tier 2 Specialist - Remote

Overview

The Customer Success Tier 2 role is designed for individuals with a strong technical background who excel in troubleshooting complex issues, helping customers who have escalated problems beyond the scope of Tier 1 support.

In Short

• Manage and resolve escalated technical issues from Tier 1 support.
• Investigate and diagnose issues related to software, networks, and system configurations.
• Act as the point of contact for escalated cases, ensuring clear communication with customers.
• Maintain accurate records of incidents and resolutions in the support ticketing system.
• Work closely with Tier 1 and Tier 3 support teams to resolve issues.
• Develop and update documentation and knowledge base articles for common troubleshooting issues.

Requirements

• Bachelor’s Degree or equivalent experience in Information Technology, Computer Science or related field.
• Proven experience in customer support or related roles, with at least 3 years customer support experience.
• Strong problem-solving skills with the ability to handle complex customer issues.
• Excellent communication skills, both written and verbal.
• Proficient in customer support software and tools (e.g., Zendesk, Freshdesk, etc.).
• Ability to work effectively in a fast-paced environment while maintaining attention to detail.

Benefits

• Work with dynamic technology solutions that are constantly evolving.
• Collaborate with a talented and passionate team.
• Make a real impact on the healthcare industry.
• Build a rewarding career with opportunities for growth and development.