Tier 2 Technical Support Agent

Job Summary

A company is looking for a Tier 2 Technical Support Agent (US).

Key Responsibilities

• Manage high volumes of support tickets, resolve complex issues, and ensure SLA requirements are met
• Maintain knowledge of web development concepts and develop experience with CRM systems, particularly GoHighLevel
• Identify process improvement opportunities, create knowledge base articles, and coordinate support-related data tasks

Qualifications & Requirements

• Experience in a technical support or Tier 2 support role, preferably in SaaS or software environments
• Familiarity with APIs, webhooks, and basic web-development concepts
• Basic experience with CRM platforms, particularly GoHighLevel, is highly advantageous
• Experience with Stripe or other payment processors is a plus
• Ability to collaborate effectively across multiple departments