B2B Support Specialist
October 17
🇺🇸 United States – Remote
💵 $70k - $85k / year
⏰ Full Time
🟡 Mid-level
🟠 Senior
💝 Customer Support
🗽 H1B Visa Sponsor
Description
• We’re looking for a B2B Support Specialist to help deliver an excellent experience for our growing business customer base, managing and streamlining support escalations, end-to-end. • This role is responsible for managing escalations from our Tier 1 and Tier 2 support agents, escalating issues to other internal teams within Framework for review and resolution, and for providing Tier 3 support for challenging technical and integrations issues. • This role also involves developing new SOPs and documentation and training Tier 1 and 2 agents on current and new products to ensure Framework’s business customers always have a great experience. • This is a remote position open to anywhere within the US or Canada. #LI-Remote
Requirements
• Bachelor’s degree or equivalent experience in engineering, computer science, or another technical field • 3+ years of experience in technical support and escalation management for B2B accounts • Technical proficiency in Windows and Linux Operating Systems • Hands-on experience building PCs from components and troubleshooting hardware/software issues • Proficiency in Jira or similar issue-tracking software • Proficiency in help desk or customer ticketing software systems (Kustomer, Zendesk, Jira Service Desk, etc.) • Ability to quickly organize and prioritize issues based on severity and communicate findings cross-functionally in a clear and effective manner • Inventiveness, curiosity, and a passion for building and supporting products that people love • Familiarity working with Enterprise, SMB, and Federal customers • Experience supporting automated Windows 11 deployments (Intune, Pluton, Autopilot)
Benefits
• Competitive salary, equity, and health benefits • Paid company holidays plus 20 PTO days per year • Paid Parental Leave • Flexible work hours and locations, including every other Friday off! • 401K with matching for US employees • The chance to work at a startup that is making a positive social and environmental impact
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