Technical Customer Support Specialist II
About The Position
The key responsibilities of the Technical Customer Support Specialist I are: 1. First point of contact for customers; hence, develop relationships and build rapport quickly with customers, 2. Provide timely, consistent, and best-in-class customer support via telephone, email, chat, and any future channel, and 3. Lead by example and adhere to prescribed departmental procedures and provide support in a consistent and similar manner in handling customers’ incidents and requests. This involves working with customers, Support team members, and other departments to not only solve technical and non-technical problems but also, consult with Support team members to implement workarounds to deliver timely, consistent, and technically sound customer support. In addition, the Technical Customer Support Specialist I will investigate, replicate, validate, and troubleshoot incidents raised by customers and create, update, escalate, and document tickets with the prescribed ticket logging policies and procedures.
Requirements
- 3+ years of experience in a customer or technical support role
- Strong troubleshooting and critical thinking skills
- Excellent verbal and written communication skills
- Experience working with ticketing systems and support platforms
- Ability to mentor and support team members in resolving complex queries
- A proactive and solutions-focused mindset
- Knowledge of relevant software, systems, or tools (CRM, ticketing tools, etc.)
- Ability to work independently and collaboratively in a fast-paced environment
Responsibilities
- Provide first-class customer support via phone, email, and chat
- Conduct initial troubleshooting, validation, and root cause investigation
- Triage inbound issues, prioritize ticket queues, and escalate appropriately
- Communicate proactively with customers using clear and professional language
- Use internal tools and knowledge bases to ensure up-to-date and accurate solutions
- Collaborate with other team members to improve processes and documentation
- Mentor and guide junior support staff through escalated issues
- Identify trends and suggest improvements to enhance customer experience
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
101-250 employees
