Customer Support Specialist IIVirtualVocations • New York, New York, United States
Customer Support Specialist II
VirtualVocations • New York, New York, United States
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- [job_card.full_time]
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A company is looking for a Customer Support Specialist II to provide second-line technical support for escalated customer issues.
Key Responsibilities
Diagnose, troubleshoot, and resolve complex software and technical issues escalated from Tier 1 support
Act as a technical liaison between Customer Experience, Product, Engineering, and QA
Create and maintain detailed documentation, internal troubleshooting guides, and customer-facing help articles
Required Qualifications
5+ years of Tier 2 technical support experience in a SaaS or enterprise software environment
3+ years of experience with technical customer support tools like Zendesk and CRM / ticketing platforms
Knowledge of AV and networking systems and troubleshooting
Experience with Microsoft SQL Server, Windows Server, and HTML
Preferred : Knowledge and hands-on experience with artificial intelligence tools and concepts
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