Customer Support Specialist – Tier II

Job not on LinkedIn

🔥 0 minutes ago

🌐 Philippines, Pakistan – Remote

🇵🇭 Philippines – Remote 🇵🇰 Pakistan – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 18%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 116 days.
• No salary listed.

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CrewBloom

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

🤝 B2B

☁️ SaaS

🎯 Recruiter

B2B • SaaS • Recruitment

CrewBloom is a remote staffing agency dedicated to connecting businesses with top-tier remote talent across various industries. They streamline the hiring process by sourcing, screening, and onboarding qualified candidates tailored to the specific needs of their clients, ensuring a seamless integration into teams. With a focus on global talent acquisition, CrewBloom empowers companies to scale their operations efficiently while reducing costs and maintaining compliance with HR regulations.

📋 Description

• Own escalated tickets from Tier 1 via email, chat, and phone, and communicate with customers until closed • Diagnose complex issues across work orders, user permissions, locations and assets, vendor assignments, invoicing, and integrations • Reproduce problems and identify root cause • Write clear, reproducible Jira tickets for Engineering with steps, screenshots, impacted accounts, and business impact • Track bugs through resolution and update customers • Perform account configuration changes, bulk data updates, and user or location setup requests accurately and within SLA • Support and coach Tier 1 teammates by sharing solutions and reviewing tricky tickets • Create and update help articles, FAQs, how-to guides, and internal troubleshooting playbooks • Identify ticket trends and share insights with Customer Success, Product, and Engineering • Meet response and resolution targets while keeping CSAT high and ticket notes complete • Serve as the escalation point for a support team supporting a SaaS facilities management platform used by multi-location brands and service vendors

🎯 Requirements

• 2+ years in a technical customer support role, with at least 1 year handling Tier 2 or escalated issues • B2B SaaS support experience (preferred) • Proven ability to troubleshoot independently and explain technical issues in plain language • Hands-on experience with support and ticketing tools such as Intercom, Zendesk, or Freshdesk, plus Jira for bug tracking • Excellent written and spoken English; comfortable on live calls with U.S. customers • Strong working knowledge of Excel or Google Sheets (filters, lookups, cleaning data for bulk uploads) • Highly organized and detail-oriented, able to manage a queue of open escalations without things slipping • Calm under pressure, customer-first, and proactive about following through • Experience supporting facilities management, CMMS, field service, or property management software (preferred) • Familiarity with vendor/service provider workflows such as dispatching, invoicing, and work order completion (preferred) • Basic SQL, API, or integration troubleshooting experience (preferred) • Experience writing knowledge base articles or recording short how-to videos (preferred) • Reliable high-speed internet, a quiet workspace, and a backup power/internet option

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