Customer Support Specialist II
About The Position
The Customer Support Specialist II handles standard operational processes under moderate supervision, applying working knowledge to tasks that occasionally require interpretation or deviation from standard procedures. Decisions are procedure-driven and directly affect team output. The role communicates information that may require explanation and achieves results within defined oversight. This position resolves a broader range of customer inquiries with increasing independence, handles moderately complex contacts, and supports team consistency by sharing knowledge with newer staff.
Responsibilities
- Handle a high volume of inbound customer contacts across assigned channels, resolving standard and moderately complex inquiries.
- Apply working knowledge of products, billing practices, and service procedures to resolve issues with limited escalation.
- Communicate account information, plan details, and resolution steps clearly to customers, adapting explanations to audience needs.
- Document contacts and resolutions accurately and completely in the case management system.
- Identify recurring issues or process gaps and surface them to team leadership for review.
- Share knowledge with newly hired team members and support their onboarding on standard procedures.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
