Level 2 Support Agent

Job Summary

A company is looking for a Support Specialist.

Key Responsibilities

• Manage 30-40 customer cases daily via email, chat, and occasional phone or video interactions
• Investigate and diagnose workflow and product issues, escalating to Technical Support and Engineering as needed
• Maintain ticket resolution processes, ensuring proactive communication and adherence to SLAs

Required Qualifications

• 2-4 years of experience in a high-volume customer support role
• Experience with independent technical troubleshooting in SaaS or IT environments
• Ability to work under time-sensitive conditions with real consequences for delays
• Experience managing multiple open threads simultaneously with an organized approach
• Construction-tech, procurement, or supply-chain experience is a plus but not required