Customer Support Specialist II

Job Summary

A company is looking for a Customer Support Specialist II to provide second-line technical support for escalated customer issues.

Key Responsibilities

• Diagnose, troubleshoot, and resolve complex software and technical issues escalated from Tier 1 support
• Act as a technical liaison between Customer Experience, Product, Engineering, and QA
• Create and maintain detailed documentation, internal troubleshooting guides, and customer-facing help articles

Required Qualifications

• 5+ years of Tier 2 technical support experience in a SaaS or enterprise software environment
• 3+ years of experience with technical customer support tools like Zendesk and CRM/ticketing platforms
• Knowledge of AV and networking systems and troubleshooting
• Experience with Microsoft SQL Server, Windows Server, and HTML
• Preferred: Knowledge and hands-on experience with artificial intelligence tools and concepts