Technical Support Specialist II
Job Summary
Delivering exceptional customer care in a fully remote capacity, the full-time Technical Support Specialist II will manage Zendesk inquiries, troubleshoot cloud SaaS solutions, and collaborate with cross-functional teams to resolve complex software issues.
Key responsibilities:
- Provide high-quality customer support by triaging tickets and ensuring prompt resolutions while maintaining seamless issue transitions
- Act as a professional brand representative, driving customer satisfaction through high-touch experiences across diverse client bases
- Utilize diagnostic tools to investigate and resolve complex operational issues, while documenting software bugs and advocating for feature enhancements
Required qualifications:
- 4+ years of experience in tier-2 or higher technical support within an enterprise software or SaaS organization
- Proven track record of managing and exceeding SLA and KPI metrics, including customer satisfaction and time to resolution
- Solid foundational knowledge of Cloud SaaS architecture and enterprise software workflows
- Hands-on experience with application performance monitoring tools such as Datadog or Application Insights
- Experience in public safety software or emergency communications systems is highly desirable
Complete Job Description
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