Job Description
About the position We are seeking a dedicated and experienced Tier 2 Customer Service Representative to join our helpdesk team. The ideal candidate will provide expert-level support to our clients, resolving the most complex issues and ensuring a high level of customer satisfaction. This role requires advanced technical skills, excellent communication abilities, and a commitment to delivering exceptional service. Shift Hours: M-F / 10:00 pm to 7:00 am This position is located in our San Antonio, TX office; however, a hybrid working model is acceptable. Responsibilities • Provide expert functional and technical support to clients via phone, email, and chat. • Troubleshoot and resolve the most complex customer issues in a timely and efficient manner. • Serve as the escalation point for unresolved issues from Tier 2 support or other teams. • Document all customer interactions and issue resolutions in the helpdesk ticketing system. • Collaborate with Tier 1 and Tier 2 support representatives to ensure seamless service delivery. • Maintain up-to-date knowledge of company products, services, and support policies. • Assist in the development and implementation of advanced support documentation and training materials. • Participate in ongoing training and professional development opportunities. • Participate in rotation to provide 24/7 support. • Maintain the security and integrity of sensitive information as per client's needs. • Maintains ownership of Incidents, ensuring status update and resolution according to SLAs. Requirements • High school diploma or equivalent; associate or bachelor's degree in a related field preferred. • Minimum of 4 years of experience in a customer service or technical support role, with at least 2 years in a Tier 2 or higher position. • Advanced technical troubleshooting skills and the ability to learn new technologies quickly. • Excellent verbal and written communication skills. • Ability to work independently and as part of a team. • Strong organizational skills and attention to detail. • Proficiency with helpdesk ticketing systems and customer relationship management (CRM) software - ServiceNow ITSM preferred. • Experience with cloud infrastructure-based IT systems, with a preference for Google Cloud and Kubernetes. • Experience with DevSecOps concepts and practices. • Excellent troubleshooting and problem-solving skills. • Strong communication and interpersonal skills. • Ability to pass a clearance to access Sensitive Unclassified Information/Controlled Unclassified Information Benefits • Competitive compensation • Comprehensive insurance options • Matching contributions through the 401(k) plan and the share purchase plan • Paid time off for vacation, holidays, and sick time • Paid parental leave • Learning opportunities and tuition assistance • Wellness and Well-being programs Apply tot his job