Customer Support Specialist II

Job Summary

A company is looking for a Customer Support Specialist II to manage complex Tier 2 customer issues and provide mentorship within the support team.

Key Responsibilities

• Resolve Tier 2 issues related to application behavior, data integrity, and configuration across assigned platforms
• Provide mentorship to L1 Specialists and assist with ticket reviews and training
• Conduct customer-facing troubleshooting sessions and communicate issue status effectively

Required Qualifications

• 3+ years of customer or technical support experience, with at least 1 year in a Tier 2 role
• Experience in a SaaS environment, particularly with clinical trial management systems or healthcare IT software
• Proficiency with Salesforce and JIRA or similar tools
• Strong analytical skills with the ability to identify root causes of complex issues
• Associate or bachelor's degree in a related field preferred