Remote
Tier 2 Support Representative
The Tier 2 Support Representative serves as a crucial link between Tier 1 frontline support and Tier 3 teams, handling escalated cases that require deeper technical investigation and cross-functional collaboration. This role is responsible for ensuring excellent service standards are in place, responding efficiently to customer inquiries, and maintaining high customer satisfaction in accordance with Fullbay policies and procedures.
Primary Duties & Responsibilities:
- Tier 1 Escalation Handling: Own and resolve escalated Tier 1 customer issues directly or in coordination with the Tier 3 Development team.
- Product Knowledge & Launch Support: Stay up to date on new product features during release weeks to support Tier 1 and customer inquiries; participate during pre-launch staging.
- Content Feedback: Review monthly case volumes and provide input to the Fullbay Learn team to ensure Help & Training articles are current or to recommend new articles for improved case deflection.
- Customer Service Excellence: Deliver high-quality support by responding promptly to inquiries, ensuring a high level of customer satisfaction.
- Accurate Information Delivery: Provide valid, complete, and accurate information using appropriate tools and resources.
- Performance Metrics: Meet established personal and team targets and key performance indicators including: Customer CSAT, First Response Time, Time To Resolution.
- Complaint Resolution: Address customer feedback related to product issues/support process issues effectively, offering appropriate solutions within defined timeframes and following up to ensure resolution.
- Customer Documentation: Maintain detailed, clear records of customer interactions, including account notes, calls, and emails.
- Advanced Troubleshooting: Investigate, clarify, and reproduce complex technical issues by replicating problems, analyzing data/logs, and identifying root causes.
- Case Ownership: Manage escalated cases end-to-end, provide regular updates, and ensure resolution aligns with customer expectations.
- Escalation Validation: Review and document cases thoroughly before escalation.
- Resolution Coordination: Collaborate with Product and Engineering to prioritize and resolve high-impact bugs, tracking and communicating progress.
- Root Cause Analysis: Identify recurring issue trends, contribute to support documentation, and propose long-term solutions or product enhancements.
- Cross-Team Communication: Clearly communicate technical findings to Tier 3 and assist in testing proposed fixes.
- Internal Training: Share knowledge and provide training to Tier 1 staff and leadership to reduce escalations and build team expertise.
- Other Duties: Perform additional tasks as assigned to support team and company goals.
Minimum Education & Work Experience:
- High School Degree or equivalent
- Two (2) Years of prior customer support work experience or experience working as a Client Service Representative or related position in a SaaS environment.
Key Skills and Qualifications:
- Strong computer skills and experience with MS Office Products (Word, Excel, Powerpoint) and Google Suite.
- Familiarity with CRM systems and practice
- Strong phone contact handling skills and active listening skills
- Excellent communication (both verbal and written) and presentation skills
- Customer service focused with the ability to adapt/respond to different types of situations
- Troubleshooting and problem solving ability
- Strong interpersonal skills and able to demonstrate patience, empathy, and ability to be passionately communicative.
- Ability to multitask, prioritize, and manage time effectively
- Proficiency with 10-key typing and data entry.
- Proficiency with Salesforce applications
- Proficiency in TalkDesk applications
Physical Demands and Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
- Regularly required to sit at a desk in front of a computer and use hands to finger, handle, or feel objects, tools, or controls (including a computer keyboard and operating a telephone), lift and/or move up to 10 pounds.
- Frequently requires the use of hands and arms for reaching, as well as the ability to walk and communicate effectively through speaking and listening.
- Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.
- Noise level in the work environment is usually moderate.
- Type on a computer keyboard and look at a computer monitor, and operate a cell phone or a computer-based phone.
Compensation
$20.70 - $25.36 per hour
