Technical Support Specialist, Tier 2

Fullpath•Teaneck, NJ

1d•Hybrid

About The Position

We are seeking a skilled Tier 2 Technical Support Specialist to handle high-priority and escalated issues delegated by the Tier 2 Lead, providing top-tier troubleshooting and resolutions. This role also involves escalating bugs, tasks, and customization requests to engineering as needed, ensuring seamless communication and resolution. The ideal candidate demonstrates advanced time and task management, strong ownership, accountability, and exceptional problem-solving skills while proactively identifying communication breakdowns and implementing effective solutions. This is a remote or hybrid role reporting to the Manager of Technical Support.

Requirements

At least 2+ years of experience in Senior Technical Support experience
At least 2+ years of experience in troubleshooting for SaaS products
At least 1-year of experience working with Tier 1 Lead /Tier 2 support
Experience working with CRMs and modern SaaS tools (G Suite, Slack, Zendesk, etc.)
Service-oriented approach with strong client-focused skills, comfortable making calls to customers in order to speed up the issues resolution
Team player with collaborative work style
Excellent time management and organizational skills
Excellent English verbal and written communication skills
Legal authorization to work in the United States without the need for employer sponsorship now or in the future.
Ability to sit for extended periods and perform extensive computer work, both of which are key aspects of this role.
Ability to perform job duties from a home office, when applicable, utilizing necessary technology and maintaining productivity.
Regular, reliable attendance and punctuality are essential functions of the job to ensure consistent workflow and communication.

Nice To Haves

Experience in SEO/SEM (e.g., Google Adwords, Facebook ads, Bing ads) - strong advantage
Experience with HTML / CSS / SQL - strong advantage
Experience working in the automotive industry
Experience in SEO/SEM (e.g., Google Adwords, Facebook ads, Bing ads)

Responsibilities

Provide high quality customer support to Fullpath’s customers
Demonstrate exemplary customer service skills via inbound/outbound phone, email, and internal chats
Open, manage, and resolve technical issues tickets and be the point of communication between our clients, partners, and other internal supporting teams utilizing Zendesk
Collaborate with Tier 2 Team Lead, Tier 2 Tech Lead, and Engineering to solve technical product issues while keeping in constant communication with the customer
Demonstrate a “can do” attitude to solve as many issues at your resolution level
Examine, analyze, troubleshoot technical issues using our ticket systems, emails, and other available resources
Establish best practices in internal and external documentation, sharing feature requests and effective workarounds with other team members