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Tier 2 Customer Support Agent (Remote- US Based)

Rec & Leisure

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Job Summary

As a Tier 1 agent, advancing to a Tier 2 position involves taking on more complex technical challenges and providing higher-level support. The T2 role focuses on resolving advanced issues, collaborating across departments, and contributing to continuous improvement in support processes. This role requires strong technical skills, excellent problem-solving abilities, and a proven track record of consistent performance.  

Responsibilities

  • Advanced Troubleshooting: 
    • Resolve complex technical issues that require in-depth analysis and specialized knowledge. 
    • Serve as an escalation point for T1 agents, offering guidance on challenging cases. 
    • Prepare tickets for escalation to T3, ensuring quick resolutions and seamless transitions for team members.  
  • Customer Support: 
    • Manage customer inquiries across various channels, including live chats and phones and email tickets. 
    • Conduct 1-on-1 paid customer consultations, providing personalized and detailed assistance. 
    • Manage case load to prevent SLA breaches and ensure quick resolution times. 
  • Collaboration: 
    • Work closely with other departments to resolve issues and improve the overall support process. 
    • Lead team trainings and act as a subject matter expert, sharing knowledge with new agents. 
  • Additional Responsibilities: 
    • Handle offhand projects that arise and need to be completed. 
    • Provide guidance to team members by answering questions via Slack. 
    • Perform SQL database updates and changes as required. 
  • Participate in QA and regression testing to ensure software quality. 

Requirements 

  • Expertise in troubleshooting complex issues, product configurations, and SQL proficiency. 
  • Ability to train other team members, create support documentation, and ensure knowledge transfer. 
  • Monitor and enhance team performance, ensuring adherence to SLAs and quality standards. 
  • Effectively communicate technical issues and updates as a liaison between internal teams and across departments. 
  • Resolve escalated issues with professionalism and maintain high-quality customer interactions. 
  • Identify and implement process enhancements for efficiency and effectiveness. 
  • Consistent attendance and availability to support the team and customers.  

Access Referral Form Here

Salary 

US Remote: $20hr - $23 hr 

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