Customer Support Specialist - Tier II
New
C
CrewBloomFacilities management software
Workable workplace: remote; Workable locations: Philippines. Pakistan, U.S. Pacific business hours, Monday to FridayFull-TimeJunior
Salary not disclosed
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Job Details
- Languages
- Excellent written and spoken English
- Experience
- 2+ years in a technical customer support role, with at least 1 year handling Tier 2 or escalated issues
- Required Skills
- JiraMicrosoft ExcelGoogle SheetsZendesk
Requirements
- Have 2+ years of experience in a technical customer support role, including at least 1 year handling Tier 2 or escalated issues.
- Bring B2B SaaS support experience; this is preferred.
- Troubleshoot independently and explain technical issues in plain language.
- Have hands-on experience with support and ticketing tools such as Intercom, Zendesk, or Freshdesk, and Jira for bug tracking.
- Have excellent written and spoken English and be comfortable on live calls with U.S. customers.
- Have working knowledge of Excel or Google Sheets, including filters, lookups, and cleaning data for bulk uploads.
- Be highly organized and detail-oriented, and able to manage open escalations.
- Have experience supporting facilities management, CMMS, field service, or property management software; this is preferred.
- Be familiar with vendor or service provider workflows such as dispatching, invoicing, and work order completion; this is preferred.
- Have basic SQL, API, or integration troubleshooting experience; this is preferred.
- Have experience writing knowledge base articles or recording short how-to videos; this is preferred.
- Have reliable high-speed internet, a quiet workspace, and a backup power or internet option.
Responsibilities
- Own escalated Tier 1 tickets across email, chat, and phone, and communicate with customers through resolution.
- Diagnose complex issues involving work orders, permissions, locations, assets, vendor assignments, invoicing, and integrations.
- Reproduce problems and identify root causes.
- Write reproducible Jira tickets for Engineering with steps, screenshots, impacted accounts, and business impact.
- Track bugs through resolution and update customers.
- Complete account configuration changes, bulk data updates, and user or location setup requests accurately and within SLA.
- Support and coach Tier 1 teammates by sharing solutions and reviewing complex tickets.
- Create and update help articles, FAQs, how-to guides, and internal troubleshooting playbooks.
- Identify ticket trends and share insights with Customer Success, Product, and Engineering.
- Meet response and resolution targets while maintaining CSAT and complete ticket notes.
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