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Customer Service Representative Tier 2
7 hours ago
JOB SUMMARY
This Tier 2 support role serves customers by providing advanced product and service information; resolving complex product and service problems; documenting solutions and collaborating with Tier 1 support and ensuring customer satisfaction and optimal product utilization.
ESSENTIAL RESPONSIBILITIES
- Efficiently manage and resolve escalated customer inquiries and issues that Tier 1 support cannot resolve, providing timely and effective solutions.
- Collaborate with cross-functional teams including finance, product, and QA to resolve complex issues.
- Document detailed solutions and contribute to the internal knowledge base.
- Provide guidance and mentorship to Tier 1 support representatives.
- Analyze trends in support requests to identify potential areas for product improvement.
- Assist customers with advanced utilization of application and related technologies.
- Ensure timely follow-up and resolution of all assigned support tickets.
- Maintain accurate records of customer interactions and technical issues.
- Monitor and manage assigned operational reporting (i.e. Pending payment report, Client specific reporting, in-process verification, etc.)
- Engage directly with high-priority clients to ensure their needs are met with urgency, professionalism, and tailored support.
JOB REQUIREMENTS
- High school diploma or equivalent; associate or bachelor's degree preferred.
- 2+ years of experience in technical support or customer service role in a SaaS environment.
- Strong understanding of support systems such as ticketing platforms and CRM tools.
- Excellent troubleshooting and problem-solving skills.
- Ability to communicate complex concepts to non-technical users.
- Experience working with cross-functional teams to resolve issues.
- Strong documentation and knowledge base contribution skills.
- Strong Time Management skills to effectively meet benchmarks and SLAs
