Customer Support Specialist - Tier 2

September 23

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Cloud Computing • Sustainability • Machine Learning • Data Science

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Description

• Provide Technical Customer Service: Troubleshoot and resolve technical issues across multiple communication channels (phone, email, chat) • Lead Issue Tracking: Monitor and track customer issues, ensuring timely resolution and shielding other departments from disruptions. • Oversee Customer Service Improvements: Redesign processes, monitor service metrics, and implement changes to enhance overall customer satisfaction. • Recommend Product Improvements: Identify patterns in customer feedback and collaborate with managers to suggest system and product enhancements. • Collaborate with Cross-Functional Teams: Work with colleagues in engineering, sales, and marketing to provide a seamless customer experience. • Mentor & Guide: Support Tier 1 teammates and assist with special projects as needed.

Requirements

• Customer Service Expertise: You excel at delivering prompt and effective responses to technical issues. • Technical Troubleshooting Skills: Able to analyze and resolve complex software and hardware problems. • Strong Written Communication: Craft clear, concise responses that guide customers through solutions. • Data-Driven Insights: Use data to identify trends and advocate for improvements. • Analytical Thinking: Perform root-cause analysis to get to the heart of technical issues. • Organization & Prioritization: Juggle multiple tasks efficiently, meeting deadlines without sacrificing quality. • Technical Proficiency: Experience with customer support software, internal communication tools, and proficiency in Microsoft Office/Google Suite. Familiarity with hardware, network systems, and SaaS environments is a plus.

Benefits

• Medical, Dental, Vision, and ancillary benefits • 401(k) Company Match • Unlimited PTO • Home Office Benefit • Paid Parental Leave • Virtual Events & Annual Company Meetup • Company Laptop and More!