SW Technical Support Representative

Anatomage•Cary, NC

77d

About The Position

We are looking for a Tier 2 Technical Support representative to join our rapidly expanding Customer Success team. As part of the Customer Success Team, this position will impact the growth of our business and support our ambitious goals for 2026 and beyond. The Tier 2 Technical Support Representative will provide technical and problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Only those located within the Raleigh-Durham, NC area will be considered for this role.

Responsibilities

Collaborate with peers, team leads, engineers, and third-party vendors to resolve customer issues, maintaining complete ownership of issues from beginning to resolution
Follow up with customers within a timely manner to ensure accurate resolution for their technical issues
Document problems, diagnostics, interactions, next steps, and solutions implementation in our HubSpot CRM tool
Expertly responds to telephone calls, chats, tickets, and email requests for technical support to deliver the highest-quality customer service in the industry to end-users.
Consistently follow Standard Operating Processes and Procedures, Knowledge Base Articles to identify, resolve, and escalate issues as defined in an organized, effective manner to ensure customers perceive our company to be thorough, well-prepared, and punctual.
Take ownership of issues and show professionalism and control
Provide an extraordinary customer service experience
Demonstrate your expert knowledge to customers through application and platform training sessions over webinars, in person events (such as office visits or trade shows) and through content creation.
Maintain and support our Knowledge Bases, both external and internal

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