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Tier II Customer Technical Support Specialist

Skills
Computer ScienceCooperativeCustomer BaseCustomer Relationship ManagementGood Clinical PracticeGoogle Cloud PlatformIT Escalation
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • 2-5 years experience in customer support or technical support with Tier II or advanced support focus
  • Ability to defuse difficult or irate callers
  • Strong critical thinking and problem-solving skills
  • Exceptional verbal and written communication skills
  • Strong technical troubleshooting skills
  • Knowledge of Windows and Microsoft Office
  • Experience with Salesforce Desk.com or similar CRM/ticketing systems is a plus
  • Familiarity with SQL and scripting languages is a plus
  • Bachelor's degree in computer science information technology or related field preferred or equivalent experience

Nice to have

  • Flexible
  • Multitasker
  • Collaborative
  • Detail-oriented
  • Customer-focused

Day to day

  • Provide expert technical support to customers through phone and ticketing channels
  • Troubleshoot complex software and hardware issues including installation configuration and usage
  • Mentor Tier I support and collaborate with Tier III or development teams to resolve escalated issues
  • Maintain detailed documentation knowledgebase updates and customer records while protecting PHI and following GCP policies