Full-Time Tier 2 Customer Support Specialist

• Troubleshooting: Resolve complex technical issues escalated from Tier 1 support agents and provide solutions to customers.
• Customer Support: Assist customers via email or chat, providing professional and empathetic support.
• Incident Management: Take ownership of customer-reported issues and track them through to resolution.
• Collaboration: Collaborate with cross-functional teams to communicate customer feedback and identify product improvement opportunities.
• Training and Mentoring: Share knowledge and provide guidance to Tier 1 support agents.
• Proactive Issue Prevention: Identify recurring issues and patterns in customer inquiries and work with the product and development teams to proactively address them.
• Continuous Learning: Stay abreast of industry trends and best practices.

• Technical Expertise: Strong understanding of the company's platform and related technologies.
• Problem Solving: Exceptional problem-solving skills to diagnose and resolve complex technical issues efficiently.
• Customer Focus: Maintain a customer-centric approach by actively listening to customers and understanding their needs.
• Communication Skills: Excellent verbal and written communication skills to effectively communicate with customers and team members.
• Collaboration: Work collaboratively with cross-functional teams.
• Analytical Thinking: Apply analytical thinking to analyze complex technical problems.
• Time Management: Possess strong organizational and time management skills to prioritize and manage multiple customer inquiries.
• Adaptability: Thrive in a fast-paced, dynamic environment and quickly adapt to changes.
• Continuous Learning: Display a growth mindset and a passion for continuous learning.
• Documentation Skills: Demonstrate the ability to create clear and comprehensive technical documentation.

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