Tier 2 Technical Support Specialist - Remote

Our client, a fast-growing software company, is seeking a dedicated Tier 2 Technical Support Specialist to provide expert assistance to their valued customers. This is a fully remote position, allowing you to deliver exceptional support from the comfort of your home office. You will be the frontline for resolving complex technical issues, ensuring customer satisfaction, and contributing to product improvement through valuable feedback.

Responsibilities:

• Respond to and resolve escalated customer technical support requests via phone, email, and chat in a timely and efficient manner.
• Diagnose and troubleshoot complex software and hardware issues, identifying root causes and providing effective solutions.
• Guide customers through step-by-step solutions to technical problems, ensuring clear and concise communication.
• Document all customer interactions, issues, and resolutions in the ticketing system accurately and thoroughly.
• Escalate unresolved issues to Tier 3 support or engineering teams, providing detailed information for further investigation.
• Contribute to the knowledge base by creating and updating support articles, FAQs, and troubleshooting guides.
• Identify recurring customer issues and provide feedback to product development and QA teams for product improvement.
• Proactively identify opportunities to enhance the customer support experience.
• Maintain a high level of customer satisfaction through excellent service delivery.
• Stay up-to-date with product updates, new features, and technical changes.
• Adhere to support SLAs and internal performance metrics.
• Collaborate effectively with other support team members and departments.

Qualifications:

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Minimum of 3 years of experience in technical support, customer service, or a related IT role, with a focus on problem-solving.
• Strong understanding of operating systems (Windows, macOS, Linux) and common software applications.
• Experience with troubleshooting network connectivity, hardware, and software issues.
• Familiarity with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools.
• Excellent communication, listening, and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving abilities.
• Ability to work independently, manage time effectively, and thrive in a remote work environment.
• Patience and a customer-centric approach to problem-solving.
• Experience with cloud-based software or SaaS products is a plus.

This role is fully remote, offering flexibility and the opportunity to work from anywhere within the US.