Job Summary

Technical Support Specialist – Tier 2 assists end-user customers with products and services by providing exceptional customer service and in-depth technical support (whether domestically or internationally) in an inbound call center environment. Leverage product knowledge to assist customers and troubleshoot product inquiries and potential technical difficulties. Provide guidance and troubleshooting solutions to Tier 1 Technical Support Specialists when needed. Responsible for customers’ short-term and long-term satisfaction and retention.

Responsibilities

• Act as responder for accounts with requests beyond the standard inquiries in a professional, and thorough manner for inbound phone calls, emails, and/ or chat from customers. Resolve general inquiries or direct them to other team members when appropriate. Volume may be heavy so the ability to work well under pressure is key.
• Leverage advanced product knowledge to troubleshoot more varied challenges and assist customers with product inquiries and potential technical difficulties.
• Provide training support and shadowing opportunities to new hires as they learn about OnSolve’s products and practices.
• Guide Tier 1 colleagues as they triage customer issues and in general share beneficial Customer Support insights.
• Assist with onboarding and new customer account set-ups, product demonstrations, and training webinars.
• Customer-centric focused with a sense of urgency.
• Advanced understanding of software’s core system functionality including Webservice’s SOAP and REST API.
• Escalate customer issues to the appropriate team level.
• Review system log information for errors and faults.
• Document all customer interaction and system issues in the company CRM tool, analyze statistics, and maintain customer materials.
• Answer technical questions.
• During busy seasons, remain calm and troubleshoot effectively while juggling many issues.
• Track new customer set-up processes.
• Maintain regular communication with customers for support and inform them of new system features.
• Provide on-call coverage in departmental rotation.
• Collaborate, communicate effectively, and share appropriate information with customers, within the department, and across OnSolve. This requires strong listening, verbal, written, and interpersonal skills, judgment, patience, courtesy, and a positive demeanor.
• Ability to self-organize, strategically plan, multitask, when necessary, pay attention to details, and prioritize.
• Ability to handle change and adjust accordingly.
• Ability to work remotely- weather/on-call.

Qualifications

• 2 - 4 years of SaaS customer service experience.
• Demonstrated ability to resolve on-demand customer issues (many of which may be difficult) while strengthening the customer relationship.
• Ability to provide advanced support when Tier 1 Technical Support Specialists have customers who are not satisfied and require escalation.
• Demonstrate strong virtual presentation skills.
• General PC and application knowledge – Microsoft Office suite of tools and web browsers.
• Strong organizational and interpersonal skills.
• Foundational understanding of SQL.
• Prior experience within a Software as a Service (SaaS) organization.

Preferred Qualifications

• 2 - 4-year college degree.
• Bilingual.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.