Tier 2 Support Representative

Our support representatives go above and beyond to ensure that we attend to every detail of our customer’s needs in order to resolve issues in less time and with the utmost level of satisfaction. Not only does our support team tackle every call and message with a personalized approach, but they receive extensive amounts of training to become product experts and resolve concerns in a timely and efficient manner. In this role, you will have the opportunity to coach and mentor Tier 1 staff from the day they leave training. You will be responsible for ensuring that your team has the resources necessary to be successful. Coaching and mentoring your team toward accountability and best behaviors will ensure we are providing the very best experience for our customers. Responsibilities include: monitoring chat queues, team activity, and status; gathering and reporting metrics; managing PTO requests; handling escalations; identifying behavioral and statistical trends; and creating content for the internal knowledge base.