Customer Support Agent, Tier 2

📋 Description

• Manage advanced technical inquiries escalated by Tier 1 agents through chat, email, and internal tickets.

• Conduct thorough troubleshooting utilizing tools such as Postman and programming languages including Java, CSS, JavaScript, HTML, and MySQL.

• Work in conjunction with engineering and product teams to address complex or ongoing issues.

• Record recurring issues and update internal knowledge databases.

• Actively participate in enhancing internal support processes and tools.

• Provide guidance to Tier 1 agents as necessary and share best practices with the team.

⛳️ Requirements

• You possess a degree in Computer Science, Software Engineering, or a related discipline.

• You are adept at navigating technical environments and using tools like Postman and HTML.

• You are enthusiastic about learning—not only about the platform but also about the workings of the floral B2B industry.

• You take initiative in refining processes and are keen to develop internal tools when necessary.

• You have robust analytical and troubleshooting capabilities.

• You communicate effectively and professionally, even when addressing complex subjects.

• You are organized, capable of managing multiple priorities, and have experience with tools such as Salesforce Service, Jira, or other support platforms.

🏝️ Benefits

• Fully remote position with flexible working hours.

• Direct mentorship and opportunities to grow into a platform or product expert.

• English language classes and ongoing learning support.

• A collaborative and transparent environment where your contributions are valued.

• Competitive salary commensurate with experience.

• Full-time, indefinite-term contract.