Customer Support Specialist II - Remote

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.