Tier II Customer Technical Support Specialist (US-based remote working options)
August 10
Description
• Provide expert-level technical support to customers via phone and ticketing system. • Troubleshoot and resolve complex issues related to our software and hardware, including installation, configuration, and usage. • Assist customers in understanding application functionality, features, and best practices. • Ensure customers' inquiries and issues are addressed promptly and effectively. • Communicate effectively with large research and clinical trial customer base/teams. • Follow GCP (Good Clinical Practice) and PHI policies throughout client communications and work activities. • Respond to urgent calls beyond regular working hours according to a rotating weekly on-call schedule. • Collaborate with Tier I support to receive, prioritize, and escalate support requests when necessary. • Work closely with Tier III or development teams for advanced issue resolution. • Discover, identify, and escalate trending issues.
Requirements
• Bachelor's degree in computer science, information technology, or a related field (or equivalent experience) preferred but someone with equivalent experience could be considered. • 2-5 years experience in customer support or technical support, with a focus on Tier II or advanced support. • Ability to defuse difficult or irate callers • Adept in critical thinking/problem-solving skills • Exceptional verbal and written communication skills • Strong technical troubleshooting and problem-solving skills. • Knowledgeable in Windows and Microsoft Office • Experience in SalesForce and/or Desk.com (or other similar CRM/ticketing system) is a plus • Familiarity with SQL and scripting languages is a plus.
Benefits
• A casual "dress-code" environment • A family-oriented and collaborative workplace • Paid time off (including paid time off for your birthday) • A very generous suite of benefits including: medical, dental, vision, basic/life accidental, short/long term disability, identity theft, 401K (plus a match), supplemental insurance options, AND tuition reimbursement
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