This Tier 2 support role serves customers by providing advanced product and service information; resolving complex product and service problems; documenting solutions and collaborating with Tier 1 support and ensuring customer satisfaction and optimal product utilization.
ESSENTIAL RESPONSIBILITIES
Efficiently manage and resolve escalated customer inquiries and issues that Tier 1 support cannot resolve, providing timely and effective solutions. Collaborate with cross-functional teams including finance, product, and QA to resolve complex issues. Document detailed solutions and contribute to the internal knowledge base. Provide guidance and mentorship to Tier 1 support representatives. Analyze trends in support requests to identify potential areas for product improvement. Assist customers with advanced utilization of application and related technologies. Ensure timely follow-up and resolution of all assigned support tickets. Maintain accurate records of customer interactions and technical issues. Monitor and manage assigned operational reporting (i.e. Pending payment report, Client specific reporting, in-process verification, etc.) Engage directly with high-priority clients to ensure their needs are met with urgency, professionalism, and tailored support. JOB REQUIREMENTS
High school diploma or equivalent; associate or bachelor’s degree preferred. 2+ years of experience in technical support or customer service role in a SaaS environment. Strong understanding of support systems such as ticketing platforms and CRM tools. Excellent troubleshooting and problem-solving skills. Ability to communicate complex concepts to non-technical users. Experience working with cross-functional teams to resolve issues. Strong documentation and knowledge base contribution skills. Strong Time Management skills to effectively meet benchmarks and SLAs
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Efficiently manage and resolve escalated customer inquiries and issues that Tier 1 support cannot resolve, providing timely and effective solutions. Collaborate with cross-functional teams including finance, product, and QA to resolve complex issues. Document detailed solutions and contribute to the internal knowledge base. Provide guidance and mentorship to Tier 1 support representatives. Analyze trends in support requests to identify potential areas for product improvement. Assist customers with advanced utilization of application and related technologies. Ensure timely follow-up and resolution of all assigned support tickets. Maintain accurate records of customer interactions and technical issues. Monitor and manage assigned operational reporting (i.e. Pending payment report, Client specific reporting, in-process verification, etc.) Engage directly with high-priority clients to ensure their needs are met with urgency, professionalism, and tailored support. JOB REQUIREMENTS
High school diploma or equivalent; associate or bachelor’s degree preferred. 2+ years of experience in technical support or customer service role in a SaaS environment. Strong understanding of support systems such as ticketing platforms and CRM tools. Excellent troubleshooting and problem-solving skills. Ability to communicate complex concepts to non-technical users. Experience working with cross-functional teams to resolve issues. Strong documentation and knowledge base contribution skills. Strong Time Management skills to effectively meet benchmarks and SLAs
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