Technical Support Representative

Job Summary

Providing second-tier technical support, the full-time Product Support Representative II will assist customers via phone, web, and email to diagnose and resolve application issues while collaborating with internal teams to ensure superior service and timely resolutions.

Key responsibilities

• Provide internal and external user support for technical application issues
• Maintain regular communication with customers regarding the status of their requests and act as a customer advocate for high-priority issues
• Collaborate with support colleagues and internal organizations to enhance customer service and update Knowledge Base content

Required qualifications

• Bachelor's degree in IT or equivalent relevant experience
• 5+ years of experience in software support or a related position
• Excellent organizational and time management skills
• Strong communication skills capable of interfacing with all levels of the organization
• Internal motivation with the ability to work independently and as part of a team