Customer Support Specialist IIVirtualVocations • Durham, North Carolina, United States

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Customer Support Specialist II

VirtualVocations • Durham, North Carolina, United States

[job_card.variable_days_ago]

[job_preview.job_type]

[job_card.full_time]

[job_card.job_description]

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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