Senior Tier II Customer Support Associate

Job Summary

Managing complex customer support requests, the full-time Senior Tier II Customer Support Associate will resolve escalations, billing disputes, and service order inquiries while delivering exceptional customer experiences in a remote environment.

Key responsibilities

• Triage, investigate, and resolve complex Tier II customer support cases in accordance with service level expectations
• Serve as an escalation point for advanced customer inquiries and operational issues across multiple product and service lines
• Partner with internal departments and third-party vendors to coordinate issue resolution and ensure a positive customer experience

Required qualifications

• High School Diploma or GED required; Bachelor's Degree or 2-4 years of telecommunications experience preferred
• Minimum of two years of customer service or customer support experience required
• Experience supporting telecommunications products, carrier services, or billing operations preferred
• Proficiency with Salesforce, including reporting and dashboard functionality, is a plus
• Continuous improvement mindset with a desire to identify operational efficiencies and process enhancements