Customer Support Specialist II - Remote

Overview

The Customer Support Specialist II is responsible for providing support for Procurement Partners' proprietary e-commerce software to both external and internal clients, ensuring effective troubleshooting and resolution of client software issues.

In Short

• Provide advanced technical support to end-users via phone, email, and chat.
• Diagnose and troubleshoot complex technical issues related to software, hardware, and network connectivity.
• Collaborate with Tier 1 support for seamless escalation and resolution of issues.
• Document all support interactions in the help desk ticketing system.
• Develop and update technical documentation and support guides.
• Conduct root cause analysis to identify recurring issues.
• Assist with the deployment and maintenance of software and hardware systems.
• Provide training to Tier 1 support representatives.
• Participate in testing of new software and technology solutions.
• Ensure high levels of customer satisfaction and a positive user experience.

Requirements

• Associate degree in IT, Computer Science, or equivalent experience.
• Previous experience in a technical support role at Tier 2 or higher.
• Strong technical knowledge of operating systems and common software applications.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Proficiency in using help desk ticketing systems and diagnostic software.
• Familiarity with troubleshooting hardware components.

Benefits

• Fully remote position with flexible working conditions.
• Opportunity for career development in a growing company.
• Collaborative virtual team environment using tools like Slack and Zoom.
• Commitment to diversity and creating a comfortable work environment.