Technical Support Specialist, Tier 2

Job Description:

• Investigate, troubleshoot, and resolve complex technical issues related to our software products, diving deep into the code when necessary.
• Collaborate with the Tier 1 support team to address escalated support tickets, providing expert guidance and assistance.
• Document customer interactions and resolutions in our Zendesk ticketing system, maintain accurate records, and ensure proper follow-up.
• Work closely with the development team to identify, report, and resolve software bugs.
• Contribute to creating and maintaining knowledge base articles, technical documentation, and other support resources.
• Participate in ongoing training to stay current with product updates, new features, and industry trends.
• Provide feedback and recommendations to improve product functionality, usability, and performance.

Requirements:

• Bachelor's degree in computer science, Engineering, or a related field is preferred.
• 3-5 years of experience in a technical support or software development role, preferably in a software or technology company.
• Strong problem-solving skills and the ability to troubleshoot complex technical issues independently.
• Proficient in programming languages, such as Java, JavaScript, or Python, and experience with web technologies and databases.
• Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users.
• A customer-centric mindset with a passion for delivering exceptional service and building solid relationships.
• Familiarity with the Zendesk ticketing system, CRM platforms, and remote support tools.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.

Benefits:

• Unlimited paid time off
• 13 paid holidays
• Unlimited wellness (sick) time off
• Medical, dental, and vision benefits (Blue Cross Blue Shield) - medical benefits start on day one!
• Company-paid life insurance
• Short-term & long-term disability
• 12 weeks paid maternity leave
• 4 weeks paid paternity leave
• Automatic enrollment into our 401k
• Access to physical and mental wellness programs
• Financial literacy training with Fidelity
• Exceptional colleagues with a passion for global education!

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