Customer Support Representative, Tier I/II

Job not on LinkedIn

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $73k - $75k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 7%

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.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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📋 Description

• Provide high-quality, timely resolution of customer support requests ranging from Tier 1 through Tier 3 • Understand customer issues before responding, troubleshooting, or escalating • Manage customer expectations and communicate clear, actionable resolutions • Prioritize and manage multiple concurrent requests while maintaining customer satisfaction • Provide technical support to customers and internal teams • Escalate product, configuration, workflow, or implementation-related issues when appropriate • Create, maintain, and improve internal documentation, SOPs, troubleshooting guides, and customer-facing knowledge base content • Identify documentation gaps and create resources to improve consistency and self-service • Analyze support trends and identify opportunities to reduce ticket volume and improve efficiency • Develop and maintain Zendesk macros, templates, workflows, and automation tools • Recommend and implement process improvements • Support KPI reporting, CSAT initiatives, and support performance analysis • Partner with Customer Success, Implementation, Product, and Engineering teams • Communicate customer feedback, recurring issues, and enhancement opportunities • Support onboarding, training, and adoption efforts when needed • Report to the Customer Success Manager; no direct reports

🎯 Requirements

• 3+ years of experience in Customer Support, Technical Support, Help Desk, Customer Success, or a related customer-facing role • Experience in a SaaS environment • Strong troubleshooting, problem-solving, and organizational skills • Experience creating documentation, knowledge base content, or operational processes • Excellent written, verbal, and active listening skills • Ability to manage competing priorities in a fast-paced, remote environment • Ability to build strong working relationships across teams and organizational levels • Bachelor's degree or equivalent experience; relevant certifications are a plus • Preferred: experience in a support lead, team lead, or senior support capacity • Preferred: familiarity with support KPIs, CSAT, reporting, accountability programs, and team performance metrics • Preferred: experience using Zendesk, including workflows, automation, reporting, and administration • Preferred: experience supporting healthcare technology, workforce management, scheduling, or operations-focused software • Preferred: exposure to onboarding, implementation support, technical configuration, or product training

🏖️ Benefits

• Annual performance bonus opportunity • Equity opportunities for eligible roles • Medical, Dental, and Vision coverage with 70% company contribution toward medical premiums • Health Savings Account (HSA) eligible plan options • 401(k) with 3% company match • 15 days of PTO plus company holidays • Fully remote work environment with minimal travel required • Employee Assistance Program (EAP) • Tech and wellness reimbursements • Home-office setup • Annual company off-site

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