Tier II Customer Technical Support Specialist

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

📋 Description

• Deliver expert-level technical assistance to clients through phone and a ticketing system.

• Diagnose and resolve intricate issues associated with our software and hardware, encompassing installation, configuration, and usage.

• Support clients in comprehending application functionalities, features, and best practices.

• Ensure that customer inquiries and issues are handled swiftly and effectively.

• Communicate proficiently with a large base of research and clinical trial clients and teams.

• Adhere to GCP (Good Clinical Practice) and PHI policies during client communications and work tasks.

• Collaborate with Tier I support to receive, prioritize, and escalate support requests when needed.

• Work in close partnership with Tier III or development teams for advanced issue resolution.

• Identify, discover, and escalate trending issues.

• Attain a comprehensive level of product domain and technical expertise and serve as a product Subject Matter Expert (SME).

• Develop and maintain thorough documentation for common technical issues and their solutions.

• Regularly share knowledge with team members to improve overall support capabilities.

• Keep detailed records of customer interactions, support activities, and resolutions.

• Train and mentor a group of Tier I Customer Technical Support Specialists.

• Promote a collaborative and learning-focused team environment.

⛳️ Requirements

• 2-5 years of experience in customer support or technical support, specifically in Tier II or advanced support.

• Capability to manage difficult or upset callers effectively.

• Skilled in critical thinking and problem-solving.

• Outstanding verbal and written communication abilities.

• Strong technical troubleshooting and problem-solving skills.

• Proficient in Windows and Microsoft Office.

• Familiarity with SalesForce and/or Desk.com (or similar CRM/ticketing systems) is advantageous.

• Knowledge of SQL and scripting languages is a plus.

• A bachelor's degree in computer science, information technology, or a related field (or equivalent experience) is preferred, though candidates with equivalent experience may be considered.

🏝️ Benefits

• A relaxed "dress-code" workplace.

• A family-oriented and collaborative work environment.

• Paid time off, including time off for your birthday.

• An extensive benefits package that includes medical, dental, vision, basic/life accidental coverage, short/long-term disability, identity theft protection, 401K (with matching), and supplemental insurance options.