Tier Two Customer Support Specialist - Remote

Overview

The Tier Two Customer Support Specialist is a pivotal role within the support team, responsible for resolving complex customer issues, acting as an escalation point for Tier One specialists, and ensuring customer satisfaction through effective problem-solving and communication.

In Short

• Serve as the primary escalation point for Tier One specialists.
• Diagnose and troubleshoot a wide range of problems.
• Deliver clear communication to both technical and non-technical customers.
• Work closely with cross-functional teams to resolve escalated issues.
• Assist in training and mentoring junior team members.
• Identify patterns in customer issues and recommend solutions.
• Build trust and rapport with customers.
• Incorporate company values into daily interactions.
• Provide guidance to Tier One specialists during shifts.
• Contribute to the creation and improvement of knowledge base articles.

Requirements

• In-depth understanding of the company’s products and features.
• Strong verbal and written communication skills.
• A solution-oriented mindset with patience in high-stress scenarios.
• Proven ability to work collaboratively across teams.
• Skilled in identifying patterns and proposing improvements.
• Previous experience in a Tier One support role.
• Experience mentoring or training team members.
• Familiarity with CRM or ticketing tools.

Benefits

• Work in a growing and profitable company.
• Be part of a supportive team culture.
• Opportunities for professional development.
• Contribute to meaningful product improvements.
• Flexible working environment.