About the position
We are seeking a dedicated and experienced Tier 2 Customer Service Representative to join our helpdesk team. The ideal candidate will provide expert-level support to our clients, resolving the most complex issues and ensuring a high level of customer satisfaction. This role requires advanced technical skills, excellent communication abilities, and a commitment to delivering exceptional service.
Shift Hours: M-F / 10:00 pm to 7:00 am
This position is located in our San Antonio, TX office; however, a hybrid working model is acceptable.
Responsibilities
• Provide expert functional and technical support to clients via phone, email, and chat.
• Troubleshoot and resolve the most complex customer issues in a timely and efficient manner.
• Serve as the escalation point for unresolved issues from Tier 2 support or other teams.
• Document all customer interactions and issue resolutions in the helpdesk ticketing system.
• Collaborate with Tier 1 and Tier 2 support representatives to ensure seamless service delivery.
• Maintain up-to-date knowledge of company products, services, and support policies.
• Assist in the development and implementation of advanced support documentation and training materials.
• Participate in ongoing training and professional development opportunities.
• Participate in rotation to provide 24/7 support.
• Maintain the security and integrity of sensitive information as per client's needs.
• Maintains ownership of Incidents, ensuring status update and resolution according to SLAs.
Requirements
• High school diploma or equivalent; associate or bachelor's degree in a related field preferred.
• Minimum of 4 years of experience in a customer service or technical support role, with at least 2 years in a Tier 2 or higher position.
• Advanced technical troubleshooting skills and the ability to learn new technologies quickly.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Proficiency with helpdesk ticketing systems and customer relationship management (CRM) software - ServiceNow ITSM preferred.
• Experience with cloud infrastructure-based IT systems, with a preference for Google Cloud and Kubernetes.
• Experience with DevSecOps concepts and practices.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to pass a clearance to access Sensitive Unclassified Information/Controlled Unclassified Information
Benefits
• Competitive compensation
• Comprehensive insurance options
• Matching contributions through the 401(k) plan and the share purchase plan
• Paid time off for vacation, holidays, and sick time
• Paid parental leave
• Learning opportunities and tuition assistance
• Wellness and Well-being programs
Apply Now
Apply Now