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Tier 2 Support

Posted 2024-10-16

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💎 Seniority level: At least six months

📍 Location: Austin, Texas, United States, CST, NOT STATED

🏢 Company: LawnStarter

⏳ Experience: At least six months

🪄 Skills: LeadershipPeople ManagementProject CoordinationCross-functional Team LeadershipCommunication SkillsAnalytical SkillsCollaboration

Requirements:
  • All Tier 2s need to be able to work any shift within these hours - we do have specific schedule needs for this role including a need for open weekend availability.
  • You have been working with LawnStarter for at least six months
  • You are currently on good terms with excellent performance and metrics (Currently not on a Performance Plan and achieving goals on CSAT and QA metrics)
  • It is also necessary for you to have a suitable workspace with low/no background noise and equipment/services for taking live calls with minimal downtime.
  • You'll also need to have permission from your direct manager to apply.
Responsibilities:
  • Taking ownership of Escalated Web Chat and Phone issues from Customers and Providers
  • Handling Escalations from our Tier 1 channels in real time
  • Assisting Tier 1s via our ZenDesk Chat Channel
  • Handling Refunds
  • Supporting the Ops Leadership Team with various projects
  • Taking part in the hiring of Tier 1s
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