Join FlexJobs to Unlock & Apply to Remote Jobs
• Find a remote job, faster!
• 123,088+ jobs across 50+ job categories
• Only hand-screened, legit jobs
• No ads, scams, junk
Expert resources, webinars & events
Find Your Next Remote Job!
About the Role:
We are seeking a highly motivated and customer-focused Tier 2 Customer Support Representative to join our team. In this entry-level role, you will provide advanced technical and customer support to our users, helping to resolve more complex issues that Tier 1 support teams are unable to address. You will work directly with customers via phone, email, or chat, troubleshooting technical issues, guiding customers through solutions, and escalating unresolved issues to higher-level teams as needed.
This position offers an excellent opportunity for individuals looking to advance their customer support and technical troubleshooting skills in a growing and supportive environment. No prior experience is required—just a passion for helping others, strong communication skills, and the ability to learn quickly.
Key Responsibilities:
- Advanced Customer Support: Handle more complex customer inquiries and issues escalated from Tier 1 support. Provide detailed and accurate technical support for software, hardware, or service-related issues.
- Troubleshooting & Issue Resolution: Diagnose and troubleshoot customer problems, utilizing knowledge base resources and system tools. Work with customers to resolve their issues in a timely manner, offering step-by-step instructions where necessary.
- Escalation Management: Identify and escalate unresolved or high-priority issues to Tier 3 support or other specialized teams. Ensure smooth handoffs and effective communication with higher-level support staff.
- Customer Communication: Maintain clear and professional communication with customers throughout the resolution process. Ensure that customers understand their issue, the steps being taken, and the expected outcome.
- Documentation & Reporting: Accurately document customer interactions, issues, and resolutions in the support ticketing system. Provide detailed notes to assist future support teams and contribute to troubleshooting resources.
- Knowledge Base Contribution: Help improve internal knowledge base by contributing solutions, tips, and common issues to guide both customers and internal teams.
- Continuous Learning: Stay updated on product updates, new features, and troubleshooting techniques. Participate in ongoing training to improve technical skills and customer support practices.
Qualifications:
- Education & Experience:
- High school diploma or equivalent required.
- No prior technical support experience necessary; we provide comprehensive training.
- Experience in customer service, retail, or call center environments is a plus.
- Skills & Abilities:
- Strong verbal and written communication skills.
- Excellent problem-solving abilities and a proactive attitude toward resolving customer issues.
- Ability to troubleshoot technical problems and guide customers through solutions.
- Strong attention to detail and the ability to document information accurately.
- Ability to work under pressure and handle multiple tasks in a fast-paced environment.
- Comfort with using support software and ticketing systems (training provided).
- Desirable Attributes:
- Ability to remain calm and positive in stressful situations.
- Empathy and patience with customers, ensuring they feel heard and supported.
- Strong organizational and time-management skills.
- Interest in technology and learning about new products or services.
What We Offer:
- Training & Development: Comprehensive training to help you become proficient in handling advanced support requests. Opportunities for continuous learning and professional development in customer support and technical troubleshooting.
- Career Growth: Clear opportunities to advance within the customer support team or transition into other technical or management roles within the company.
- Supportive Environment: Work in a collaborative team where you’ll receive support from your peers and supervisors. You will have the chance to learn from experienced professionals and develop new skills.
- Competitive Benefits: Competitive salary and a comprehensive benefits package including health insurance, paid time off, and more.
If you’re eager to build your career in customer support, enjoy problem-solving, and are looking for an opportunity to grow with a dynamic team, we encourage you to apply for the Tier 2 Customer Support Representative position.
