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Compensation

Full Description

JOB SUMMARY This Tier 2 support role serves customers by providing advanced product and service information; resolving complex product and service problems; documenting solutions and collaborating with Tier 1 support and ensuring customer satisfaction and optimal product utilization. ESSENTIAL RESPONSIBILITIES • Efficiently manage and resolve escalated customer inquiries and issues that Tier 1 support cannot resolve, providing timely and effective solutions. • Collaborate with cross-functional teams including finance, product, and QA to resolve complex issues. • Document detailed solutions and contribute to the internal knowledge base. • Provide guidance and mentorship to Tier 1 support representatives. • Analyze trends in support requests to identify potential areas for product improvement. • Assist customers with advanced utilization of application and related technologies. • Ensure timely follow-up and resolution of all assigned support tickets. • Maintain accurate records of customer interactions and technical issues. • Monitor and manage assigned operational reporting (i.e. Pending payment report, Client specific reporting, in-process verification, etc.) • Engage directly with high-priority clients to ensure their needs are met with urgency, professionalism, and tailored support. JOB REQUIREMENTS • High school diploma or equivalent; associate or bachelor’s degree preferred. • 2+ years of experience in technical support or customer service role in a SaaS environment. • Strong understanding of support systems such as ticketing platforms and CRM tools. • Excellent troubleshooting and problem-solving skills. • Ability to communicate complex concepts to non-technical users. • Experience working with cross-functional teams to resolve issues. • Strong documentation and knowledge base contribution skills. • Strong Time Management skills to effectively meet benchmarks and SLAs