Tier II Technical Support Specialist

Job Summary

Working remotely in a full-time capacity, the Tier II Technical Support Specialist will provide expert-level technical assistance, troubleshoot complex software and hardware issues, and mentor Tier I support staff while ensuring effective communication with customers.

Key responsibilities

• Provide advanced technical support to customers via phone and ticketing system, troubleshooting software and hardware issues
• Assist customers in understanding application functionality and best practices while maintaining comprehensive documentation of technical issues
• Collaborate with Tier I and Tier III teams to prioritize and escalate support requests as necessary, and train Tier I support specialists

Required qualifications

• 2-5 years of experience in customer or technical support, specifically in Tier II or advanced support roles
• Bachelor's degree in computer science, information technology, or a related field preferred, or equivalent experience
• Strong technical troubleshooting skills and familiarity with Windows and Microsoft Office
• Experience with Salesforce and/or Desk.com, or similar CRM/ticketing systems is a plus
• Familiarity with SQL and scripting languages is advantageous