Technical Support-Tier-2 position available - Remote

Provide support and cater to the specific needs of our new and existing customers
Install and configure integrations
Record track and document the help desk request problem solving process including actions taken through to the final resolution
Respond in timely manner to requests and issues
Follow incidents through to resolution
Provide regular updates to customer on their requests
Test new functionality and work directly with the product team on launches
Be empathetic and have a tough skin when handling customer complaints and issues
It is imperative that Support Managers have a friendly and helpful demeanor at all times an ability to be customer facing via web shares
Work with and report to the VP of Customer Success to enhance knowledge base as well as customer support communication automation
Successfully work with internal partners to identify and address any customer issues
Provide exceptional customer support and client care
Ability and willingness to quickly learn new technology and software

Resolve tier 1 and 2 support tickets and escalate to tier 3 Tasks
Provide troubleshooting and support to resolve issues
Respond to tickets in accordance with SLA guidelines
Understand client needs handle support requests answer productspecific questions and resolve technical issues
REQUIRED SKILLS QUALIFICATIONS:
A Bachelor Degree in any field from a recognized University or equivalent.
5 Years of experience in a helpdesk or customer support environment
2 Years in a similar role (tier 2 or higher)
Handson experience in Technical Support.
Excellent written and verbal communication skills
Strong computer skills
Required experience with Zendesk
Experience with Salesforce Hubspot is a plus
High attention to detail
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