Customer Support Representative, Tier II

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver timely and high-quality solutions for a range of customer support inquiries (generally Tier 1/2), handling approximately 40-50 tickets daily.

• Manage customer expectations by providing clear and actionable resolutions, aiming to reduce disruptions to their business operations.

• Follow ticket processing protocols, ensuring all issues are documented, prioritized, and escalated when necessary.

• Offer technical guidance to clients, assisting them in navigating TeamBuilder’s platform and encouraging the use of our learning and optimization resources.

• Work collaboratively with internal teams to share best practices and assist in the documentation and enhancement of support processes.

• Participate in shift coverage as needed to ensure client requirements are fulfilled across various time zones.

⛳️ Requirements

• Ideally possess 2-5 years of experience in technical customer service or help desk roles, preferably in a start-up SaaS setting.

• An undergraduate degree is preferred, or equivalent professional experience is required.

• Relevant certifications are beneficial.

• Some familiarity with computer programming or a help desk background responding to live chats and emails is advantageous.

• Experience with Zendesk is preferred.

• Capability to work remotely across multiple time zones, with the flexibility to adjust hours based on client needs and location.

🏝️ Benefits

• Competitive compensation

• Paid time off

• Medical benefits

• Potential for an annual performance bonus

• Equity