Tier 2 Customer Support Specialist

Ascend Learning, LLC•Remote, OR

1d•Hybrid

About The Position

The Tier 2 Customer Support Specialist will serve in a consultative customer-facing support role, having responsibility to act as escalated technical application/customer support. The Tier 2 Customer Support Specialist contributes to answering technical calls from external customers, opening tickets for all issues and customer interactions, and responding to emails and customer chats in a timely fashion. This position also provides strategic cross-functional support and works with the Incident Management team to identify and remediate both internal and external website issues. The Tier 2 Customer Support Specialist will define requirements to facilitate application problem management and support. The Tier 2 Customer Support Specialist will assist with availability of critical company systems by participating with Incident Management activities, analyzing reported incidents, coordinating SME-level support for issue resolution, and recommending system controls and protocols. In addition to providing escalated support to our customers, you will provide internal support, consultations, and data analysis to other teams including Engineering, Product, Sales, Content, and Platform teams.

Requirements

Associate's degree in business management required, computer related field preferred.
Previous experience with hands on business analysis, software documentation and software development/ requirements process in the technical industry
Previous experience with process management and process change implementation
2+ years customer service experience
Customer Advocacy, Empathy
Ability to multi-task
Self-Starter
Excellent time management skills
Strong analytical skills and attention to detail
Excellent verbal and written communication skills with all levels of users and with management.

Nice To Haves

Expertise in Microsoft Office Suite, D365, Jira, Service Now, Five9, LMS systems are preferred
Industry knowledge of nursing and allied health is a plus

Responsibilities

Document all customer interactions.
Resolve 50-60% of escalation calls customer issues that are existing or known but require advanced product knowledge and support via standardize contact center applications and channels
Using your critical thinking, ability to think outside the box, and advanced product knowledge to uncover and address undocumented issues.
Create procedural documentation for new or existing products that have not been documented.
Provide escalated Tier 2 application (LMS) support for reported outages, latency, or performance issues.
Reporting bugs to Engineering, Product and other departments as needed.
Analyze and report findings, including customer experience trends and product dispositions.
Perform projects and other activities as assigned to deliver consistent exceptional external and internal service.
Escalation point person for Institutions who require more in-depth personalized support.
Perform issue validation, document steps to replicate, and coordinate the correct resources to affect a timely resolution providing post-mortem follow-up and resolution documentation as needed.
Critical thinking, ability to problem solve on your own, and recognize issues that may not be documented yet.
Provide technical assistance and represent business unit during incident management for Tier 1 system outages or issues with major impact to the business (SOR, SEV1, and maintenance).
On-Call rotation required.
Take on new responsibilities when new enhancements or products are introduced as needed.
Ability to work during major overnight software deployments to perform validation testing/quality assurance with your advanced product knowledge and rich technical expertise.