This job posting has expired
Expired on April 1, 2026
Customer Service Representative Tier 2
Job Description
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.
Responsibilities
- Efficiently manage and resolve escalated customer inquiries and issues
- Collaborate with cross-functional teams including finance, product, and QA
- 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 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
- Monitor and manage assigned operational reporting
Qualifications
- 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
- Strong documentation and knowledge base contribution skills
- Strong Time Management skills to effectively meet benchmarks and SLAs