Tier II Customer Technical Support Specialist
New
A
AmetrisTechnology/Software
US Remote Work Options AvailableFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2-5 years
- Required Skills
- SQLGCPSalesforceMicrosoft OfficeTroubleshootingTechnical supportScripting
Requirements
- 2-5 years experience in customer or technical support, specifically in Tier II or advanced roles.
- Strong technical troubleshooting and problem-solving skills.
- Adept in critical thinking.
- Exceptional verbal and written communication skills.
- Ability to defuse difficult or irate callers.
- Knowledgeable in Windows and Microsoft Office.
- Bachelor's degree in computer science, information technology, or a related field (or equivalent experience).
- Experience in Salesforce or Desk.com is a plus.
- Familiarity with SQL and scripting languages is a plus.
Responsibilities
- Provide expert-level technical support to customers via phone and ticketing system.
- Troubleshoot and resolve complex issues related to software and hardware, including installation and configuration.
- Mentor and train Tier I Customer Technical Support Specialists.
- Collaborate with Tier III and development teams for advanced issue resolution.
- Maintain comprehensive documentation and internal knowledgebase for common technical issues.
- Ensure compliance with GCP and PHI policies during customer communications.
- Participate in rotational on-call support during non-business hours.
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