Job Summary:

The Customer Support Specialist II provides advanced support to customers by resolving complex technical and operational issues, ensuring high levels of satisfaction and efficiency. This role requires strong problem-solving skills, product knowledge, and the ability to work independently while contributing to team success. The Specialist II also supports continuous improvement by documenting processes, identifying gaps, and mentoring Level I specialists.

Duties/Responsibilities:

• Provide accurate and timely responses to customer inquiries through designated support channels.
• Independently manage and resolve complex customer cases from initiation to resolution.
• Collaborate with cross-functional teams (e.g., Product, Engineering, Implementation) to address recurring or escalated issues.
• Identify and document process gaps, product feedback, and opportunities for improvement.
• Create and maintain knowledge base articles and internal documentation to enhance support quality.
• Act as a subject matter expert for assigned products or workflows.
• Coach and guide Level I Support Specialists to improve overall team capability.
• Contribute to achieving published KPIs and SLAs, including response and resolution time.
• Maintain detailed, accurate documentation for all case interactions and resolutions.

Skills/Abilities/Experience:

• Excellent written and verbal communication skills.

• Strong technical troubleshooting skills (SQL, APIs, integrations, cloud systems).

• Familiarity with Salesforce, Jira, and other CRM/ticketing tools.

• Strong organizational and prioritization skills in a fast-paced environment.

• Ability to demonstrate empathy, patience, and a customer-first mindset.

• Analytical thinker with excellent problem-solving abilities.

• Ability to work independently and collaboratively in a remote environment.

• Troubleshooting: Strong analytical and diagnostic skills for resolving technical or functional issues.
• Process Improvement: Ability to identify inefficiencies and propose practical enhancements.
• Coaching: Willingness to mentor and support less experienced team members.
• Communication: Clear and professional communication skills, both written and verbal.
• Customer Empathy: Demonstrates understanding and patience in customer interactions.
• Attention to Detail: Ensures accuracy in case documentation and solution delivery.
• Sense of Urgency: Effectively prioritizes and responds to customer needs promptly.
• Achievement of key support metrics (e.g., response time, resolution time, CSAT).
• Consistent delivery of high-quality documentation and knowledge contributions.
• Demonstrated ownership of complex cases and customer satisfaction outcomes.
• Positive feedback from customers and internal stakeholders.
• Product Knowledge: Deep understanding of system functionality and customer use cases.

Minimum Qualifications:

• Bachelor's degree in business, Computer Science, Information Systems, or related field; or equivalent experience.
• 3–5 years of experience in customer support or client services, preferably in a technology-driven environment.
• Demonstrated success managing and resolving complex customer issues.
• Experience using CRM and support platforms (e.g., Salesforce, Jira).
• Strong organizational and analytical skills with attention to accuracy and consistency.
• Ability to collaborate across teams and manage multiple priorities in a fast-paced setting.

Physical Requirements:

• Ability to sit and stand for extended periods of time.

• Ability to lift up to 10 lbs.