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Tier 2 Support

3 months ago

Remote, Oregon, United States LawnStarter Full time


Description
What is a Tier 2?

Tier 2s know the LawnStarter product, policies, and processes inside and out. They use this knowledge to deliver an amazing Customer and Provider experience; whether it's answering questions in the Zendesk Chat Tool, taking ownership of a web ticket or taking a live escalation call, or jumping into a project that will impact the team and company for years to come.
Every Tier 2 supports both the Customer and Provider teams and the Phone, Web, and Chat channels.

This opportunity is open to all LawnStarter team representatives .

Please include a resume and a cover letter expressing why you are the ideal candidate for the job and what interests you about this role.

The primary responsibilities of Tier 2 include:

  • Taking ownership of Escalated Web Chat and Phone issues from Customers and Providers
  • Handling Escalations from our Tier 1 channels in real time
  • Assisting Tier 1s via our ZenDesk Chat Channel
  • Handling Refunds
  • Supporting the Ops Leadership Team with various projects
  • Taking part in the hiring of Tier 1s


Requirements
  • All Tier 2s need to be able to work any shift within these hours - we do have specific schedule needs for this role including a need for open weekend availability.
  • Tier 2 Support Hours
    • 7 am - 9 pm CST, Monday - Sunday
  • You have been working with LawnStarter for at least six months
  • You are currently on good terms with excellent performance and metrics (Currently not on a Performance Plan and achieving goals on CSAT and QA metrics)
  • It is also necessary for you to have a suitable workspace with low/no background noise and equipment/services for taking live calls with minimal downtime.
  • You'll also need to have permission from your direct manager to apply.

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