Customer Support – Tier 2

📋 Description

• Conduct thorough troubleshooting, including database analysis, monitoring alerts, and reviewing system logs to diagnose and resolve intricate support issues escalated from other support levels.

• Configure SSL/IIS certificates and troubleshoot DNS problems as necessary.

• Assist with the strategic development, customizations, and configurations of platforms/websites according to client specifications and requests.

• Implement CSS/JavaScript to websites via CMS and dashboard upon request.

• Modify HTML to fulfill client requirements.

• Participate in on-call shifts during peak periods outside regular hours.

• Help create and enhance our external Knowledge Base, support documentation, and best practices.

• Reproduce and document product defects, collaborating with Product and Engineering teams to comprehend and resolve complex issues.

• Uphold the company's mission by utilizing our product to deliver exceptional client service.

• Ensure clear and timely communication for all cases efficiently.

• Assess incoming support requests and either resolve them or escalate to the appropriate internal team.

• Demonstrated problem-solving and technical troubleshooting abilities.

⛳️ Requirements

• Minimum of 3 years in customer/technical support or similar roles.

• Experience in a B2B SaaS environment.

• Outstanding verbal and written communication abilities.

• Strong customer service and interpersonal skills.

• Solid technical aptitude with a foundational understanding of HTML/CSS, SQL, JavaScript, and API concepts.

• Knowledge of AWS is a plus.

• Familiarity with Zendesk or comparable CRM/ticketing systems is advantageous.

• Capability to work independently in a fast-paced work environment.

🏝️ Benefits

• Competitive salary and bonus structure.

• Comprehensive health, dental, and vision insurance.

• 401(k) plan with company matching.

• Generous paid time off and holiday schedule.

• Opportunities for professional development.

• A supportive, mission-driven work environment.