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Customer Support Specialist II - Remote

Posted 6 weeks ago
Customer Service
Full Time
USA

Overview

As a Tier 2 Support Representative, you will play a crucial role in troubleshooting complex technical issues, resolving escalated cases, and improving customer experience.

In Short

  • Provide advanced technical support to customers via phone, email, and chat.
  • Diagnose and troubleshoot complex technical problems related to software, hardware, and network connectivity.
  • Perform root cause analysis to identify recurring issues and recommend long-term solutions.
  • Collaborate closely with Tier 1 support for effective knowledge transfer.
  • Document troubleshooting steps and resolutions in the help desk ticketing system.
  • Create and update knowledge base articles and technical documentation.
  • Participate in software testing and bug tracking.
  • Assist with software deployment and maintenance.
  • Provide mentorship and training to Tier 1 support representatives.
  • Act as a customer advocate by relaying feedback to internal teams.

Requirements

  • Growth mindset with a passion for continuous learning.
  • Strong problem-solving abilities and logical approach to troubleshooting.
  • Associate degree in IT, Computer Science, or related field.
  • 2+ years of experience in a technical support role.
  • Proficiency in diagnosing issues related to operating systems and networking.
  • Experience using help desk ticketing systems.
  • Strong written and verbal communication skills.
  • Familiarity with troubleshooting hardware components.
  • Ability to work independently and collaboratively.

Benefits

  • Opportunity for career development.
  • Work in a diverse and inclusive environment.
  • Supportive team culture.
Procurement Partners logo

Procurement Partners

Procurement Partners LLC is a rapidly growing software company that specializes in providing innovative procure-to-pay solutions for healthcare organizations. With a focus on automating purchasing, inventory management, and invoicing, Procurement Partners helps thousands of facilities streamline their operations, reduce expenses, and enhance the quality of care for patients and residents. The company offers both Procurement and Hybrent product lines and is dedicated to fostering a diverse and inclusive work environment that encourages individualism and career development.

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