Technical Support (Tier II)

Technical Support (Tier II)
** NOTE: Please review and follow instructions as outlined to successfully apply. **

Reports To: Director of Customer Success

Summary:

This role will be responsible for providing technical assistance and support to customers. The ideal candidate will have a strong understanding of best support practices, experience in troubleshooting and resolving technical issues, and a passion for helping customers. Fluent English language skills are also required. A critical thinker will thrive in this position!

You will typically be communicating with customers through our ticketing system, but may also need to hop on a quick call, screenshare, or record a video to send over to guide the customer.

Working Hours:
- At least 6 hours within the 8AM-5PM MST Timezone. Additional hours can be outside of these core hours.

Responsibilities:
- Providing technical assistance and support to customers via phone, email, or chat
- Troubleshooting and resolving technical issues related to hardware, software, or network connectivity
- Documenting customer interactions and solutions in a ticketing system
- Escalating complex issues to senior support staff or engineering teams
- Maintaining a high level of customer satisfaction
- Staying up-to-date on product knowledge and technical advancements

Qualifications:
- 5+ years of experience in a technical support role
- Strong problem-solving and troubleshooting skills
- Excellent communication and interpersonal skills
- Ability to work independently and as part of a team
- Proficient in using ticketing systems and other support tools

Benefits:
- Competitive hourly rate
- Opportunity to work on a variety of creative projects

Application Process:
Applicants must submit their application at Upgrade to see actual info

During the interview, you’ll be asked to talk about your typical process in troubleshooting an issue that a customer is experiencing in a software application.