Tier 2 Customer Support Agent (Remote- US Based)

Important Notice:
This job posting is exclusively for current Togetherwork employees. Applications from external candidates will not be considered at this time.

If you are not a Togetherwork employee but are interested in joining our team, please explore future opportunities on our public career page: https://www.togetherwork.com/careers/.

 

 

Note: Please refrain from sharing this link with external candidates. Instead, encourage them to apply through our website and designate you as the employee referral. Also, a quiz will needed to be completed prior to interviewing with the hiring manager. 

 

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