Technical Support Specialist, Tier 2
Job Description:
- Investigate, troubleshoot, and resolve complex technical issues related to our software products, diving deep into the code when necessary.
- Collaborate with the Tier 1 support team to address escalated support tickets, providing expert guidance and assistance.
- Document customer interactions and resolutions in our Zendesk ticketing system, maintain accurate records, and ensure proper follow-up.
- Work closely with the development team to identify, report, and resolve software bugs.
- Contribute to creating and maintaining knowledge base articles, technical documentation, and other support resources.
- Participate in ongoing training to stay current with product updates, new features, and industry trends.
- Provide feedback and recommendations to improve product functionality, usability, and performance.
Requirements:
- Bachelor's degree in computer science, Engineering, or a related field is preferred.
- 3-5 years of experience in a technical support or software development role, preferably in a software or technology company.
- Strong problem-solving skills and the ability to troubleshoot complex technical issues independently.
- Proficient in programming languages, such as Java, JavaScript, or Python, and experience with web technologies and databases.
- Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users.
- A customer-centric mindset with a passion for delivering exceptional service and building solid relationships.
- Familiarity with the Zendesk ticketing system, CRM platforms, and remote support tools.
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
Benefits:
- Unlimited paid time off
- 13 paid holidays
- Unlimited wellness (sick) time off
- Medical, dental, and vision benefits (Blue Cross Blue Shield) - medical benefits start on day one!
- Company-paid life insurance
- Short-term & long-term disability
- 12 weeks paid maternity leave
- 4 weeks paid paternity leave
- Automatic enrollment into our 401k
- Access to physical and mental wellness programs
- Financial literacy training with Fidelity
- Exceptional colleagues with a passion for global education!
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