As a Technical Support (Tier 2) expert, you will use critical thinking and problem-solving skills to manage complex end-user support cases. With a thorough understanding of our product, the person in this role will have expert-level knowledge of complex workflows, integrations, automatons, issue resolution, APIs, reporting tools, and more. This role requires excellent people skills and plays a critical role in overall customer satisfaction and the success of the support team. 

Responsibilities: 

• Troubleshoot and drive resolution of complex technical issues raised by our customers (account management, configuration issues, provisioning, SSO, integrations & APIs etc.) 

• Provide updates for customer incidents and problem resolution in the ticketing system/knowledge bases.

• Promote proactive support by communicating and resolving issues before they arise for customers 

• Clearly and concisely convey technical information to both technical and non-technical audiences. 

• Escalating incidents that cannot be resolved to the next level of support in line with SLAs 

• Listen to customer feedback, and advocate for their needs to the organization 

• Foster collaboration and open communication between Tier 1 and Tier 2 teams. 

• Drive overall customer satisfaction metrics ensuring service quality through case journey, providing regular updates across touchpoints 

• Collaborate with Tier 1 support, developers, engineers, and other teams to share insights and work together on issue resolution 

• Communicate with customers in a professional, friendly, and courteous manner 

• Offer feedback in a positive and helpful manner to facilitate continuous improvement 

• Clearly document troubleshooting steps, issue resolutions, and any relevant information for future reference. 

Qualifications

• 2 years in escalated customer support (tier 2 or higher). 4 years total in customer support or customer service

• Experience in providing technical support for SaaS, application, web-based products. Specifically, troubleshooting API’s, web applications, and configuration issues. 

• Strong communication and collaboration skills.

• Perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time sensitive deadlines 

• Perform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely manner 

• Demonstrate integrity, ingenuity and inventiveness in the performance of assigned tasks 

• Ability to easily adapt to and learn new technologies.

• Maintain important records efficiently and accurately. 

• Maintain confidentiality of information processed or prepared. 

• Perform duties and responsibilities independently. 

• Ability to coordinate, research, and analyze special projects/reports.

• Proficient knowledge of database structure with the ability to enter, manipulate, and report data. 

Who We Are

Everyware is paving the way in Fintech by offering a best-in-class secure mobile communication platform and payment gateway. Our payment technology platform solves problems for organizations of various industries and sizes by allowing companies to expedite the collection of payments and seamlessly connect with customers through text messaging,
Everyware fosters a collaborative work environment that focuses on diversity, inclusion, healthy work-life balance, and employee engagement. Team leads engage daily with check-ins, team huddles, performance assessments, and 360 feedback.
We believe that impactful work is rewarding and have built high-impact teams passionate about their roles and empowered to bring their best selves every day. To continue creating engaged and dynamic teams, we invest in providing the support they need to do great work!

Everyware, Inc is proud to be an Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, gender, religion, sex, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.

Your Right to Work: In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.